Customer Support Team Leader

5 months ago


Hale, United Kingdom DragonPass International Ltd Full time

DragonPass was formed in 2005, with offices in London, Hale (UK), Singapore, and China. DragonPass provides world-class travel experiences to customers and businesses through a digital platform. Our mission and purpose are to be a market leader in developing and delivering airport ecosystem solutions that brings multiple partners under one platform for financial services.

We are looking for a Customer Support Team Leader to join our inbound call centre team, joining the client facing side of the business. You will be responsible for leading the customer service teams, through a leadership structure, ensuring an excellent level of service is provided, and play a key role in the growth and development of the business with leadership experience. You will be well versed in people and leadership management.

**RESPONSIBILITIES**

As a Customer Support Team Leader your key duties will include:

- Managing, training, and coaching the service desk teams to ensure a high-quality service
- Monitoring the service desk performance, metrics, benchmarks, product liability issues, and implementing improvements
- Measuring performance by analysing data reports and trends, ensuring all KPIs are met
- Adhering to policies, procedures set by the client and business
- Tracking and managing the engagement metrics
- Monitoring complaint oversight and resolutions
- Identifying and implementing service and business improvements
- Manages reporting of programs - bi-weekly and monthly customer service reporting per program, internal & external

**REQUIREMENTS (Essential)**

To be considered for the role of Customer Support Team Leader, you must have:

- Previous experience in a customer service team leader role or similar
- _Experience in and management of ticketing software system (Freshdesk)_
- Excellent communication skills, both written and verbal
- The ability to manage, train and motivate a team
- Strong leadership, motivation, and support skills
- Great organisation, time management and project planning skills
- The ability to thrive both independently and as part of a team
- Ambition to continuously improve - both as an individual and help grow the department
- Resilient mindset, looking to take on and overcome operational challenges

We offer competitive compensation, benefits package, and opportunities for career growth. If you are a motivated individual with a passion for providing exceptional customer service, we would love to hear from you.

**Job Types**: Full-time, Permanent

**Salary**: £28,000.00 per year

**Benefits**:

- Employee discount
- Free parking
- Health & wellbeing programme
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Hale: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service Team Leader: 2 years (required)

Work Location: Hybrid remote in Hale



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