Customer Care Team Leader

6 months ago

Exeter, United Kingdom JURASSIC FIBRE LIMITED Full time

**Key focus**:
The key focus of this role is to follow and promote a customer-centric culture by ensuring JFL’s customers have the best possible experience of our products and service and transform them into customers for life.

The Customer Care Team Leader will ensure that JFL is always responsive to our customers, understand their needs and where possible exceed their expectations. They will build positive relationships with both individual and business customers and support the CSM in developing the skills and capabilities of the team, onboarding new starters, developing departmental processes, and covering management responsibilities when the CSM is absent.

***

**Key duties and responsibilities will include, but are not limited to**:

- Ensuring ownership of customer engagement, communication and complaints, from the first point of contact until resolution
- Embodying the vision of JFL, as well as being an effective customer advocate within the company
- Engaging in customer dialogue and actions which will inform and drive JFL’s best practices, and continue to meet evolving customer needs
- Using omni channel communication to deal with customers and finding the best ways to meet and exceed their expectations across these platforms
- Delivering a first-class customer experience using lean methodology without compromising on responsiveness and efficiency
- Work closely with the Sales, Construction and Service Delivery Teams to ensure the smooth resolution of any on-site installation issues and rebook appointments where required
- Own the training and ongoing development of team members, with support from the CSM
- Onboarding of new team members, with support from the team and the CSM
- Working closely with the CSM, review all departmental processes and identify areas which require refinement
- Assist the CSM in testing and implementation of updates in our systems
- Identify areas of improvement and training requirements within the team, and help agents to achieve this through regular coaching sessions
- Attend meetings in place of the CSM when required
- Escalations and Goodwill authorizations in CSM’s absence
- You will be responsible for the recruitment of talented individuals into the customer care team.
- Manage absence and performance management processes for the team in accordance with HR policies
- Train and mentor new team members to ensure they have the skills and knowledge necessary to succeed in their roles
- Provide guidance and support to team members to improve their performance, and address any issues or concerns

And any other duties that may reasonably be required of you.

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