Customer Service Team Leader

2 weeks ago


Sheffield, United Kingdom Elevation Recruitment Group Full time

Elevation Recruitment Group are currently working exclusively with a key client of ours, a leading Manufacturing business who are looking to recruit a Customer Service Team Leader. This is to help support the company covering a period of maternity leave.
Key Responsibilities:
*Lead and support the Customer Service team to deliver the best possible service to customers
*Dealing with complex and escalated customer enquiries via all contact mediums
*Monitoring or reviewing calls and other correspondence between representatives and customers
*Being a key stakeholder within the company and other departments to ask and answer questions regarding key operational processes
*Identifying opportunities to update or improve customer service procedures and making recommendations to the Head of department.
*Manage all performance evaluations and 1:1 coaching session with team members
*Assisting in hiring and training entry-level customer service employees
*Testing and implementing new processes before being rolled out to the wider team
*Collecting data and preparing reports on customer complaints and inquiries
*Preparing monthly reports
*Assisting with budget preparation for the Customer Service department
Key Skills:
*Management and supervisory skills
*Excellent verbal and written communication skills
*Ability to coach and mentor customer service representatives
*Proficiency in Microsoft Office Suite related software
*Preferred experience in SAP
If this role sounds like something you are interested in please don't hesitate to get in touch



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