Customer Support Team Leader
5 months ago
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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