Customer Service Team Leader

6 months ago

Manchester, United Kingdom MSS Products Ltd Full time

**About us**

MSS Products Ltd is based in Greater Manchester. We are professional, agile and professional.

Our work environment includes:

- Modern office setting
- On-the-job training
- Relaxed atmosphere
- Safe work environment

Job Overview:
We are on the lookout for an enthusiastic and customer-centric individual to join our dynamic team as a Customer Service Leader. You will play a crucial role in ensuring customer satisfaction and maintaining positive relationships between the company and its clients.

**Responsibilities**:

- Team Leadership: Managing and leading a team of customer service representatives, including hiring, training, and supervising their performance.
- Customer Support: Overseeing the resolution of customer inquiries, complaints, and issues efficiently and effectively. This may involve personally handling escalated or complex cases.
- Quality Assurance: Implementing and maintaining quality standards for customer service interactions, ensuring consistency and excellence in service delivery.
- Process Improvement: Continuously evaluating and refining customer service processes and procedures to enhance efficiency, productivity, and customer satisfaction.
- Data Analysis: Analysing customer feedback, service metrics, and performance indicators to identify trends, areas for improvement, and opportunities for innovation.
- Communication: Facilitating communication between customers and internal teams, ensuring that feedback and insights are effectively communicated to relevant departments.
- Training and Development: Providing ongoing training and development opportunities for customer service staff to enhance their skills, knowledge, and performance.
- Performance Management: Conducting regular performance evaluations, setting goals, providing feedback, and implementing performance improvement plans, as necessary.
- Budget Management: Managing the budget for the customer service department, including allocating resources effectively and optimizing costs without compromising service quality.
- Strategic Planning: Collaborating with other departments to align customer service strategies with overall business objectives and contribute to the company's growth and success.
- Customer Retention: Developing and implementing strategies to foster customer loyalty, reduce churn, and maximize customer lifetime value.
- Compliance: Ensuring that customer service operations comply with relevant regulations, industry standards, and company policies.

**Skills**:

- Leadership Skills: Ability to lead and motivate a team of customer service representatives, providing guidance, support, and direction to achieve departmental goals.
- Communication Skills: Excellent verbal and written communication skills are essential for effectively interacting with customers, colleagues, and other stakeholders.
- Customer Focus: A strong customer-centric mindset and a genuine desire to understand and meet the needs of customers.
- Problem-Solving Abilities: The capability to quickly and effectively resolve customer issues and complaints, often in high-pressure situations.
- Interpersonal Skills: Ability to build rapport with customers and colleagues, demonstrating empathy, patience, and professionalism in all interactions.
- Analytical Skills: Proficiency in analysing customer feedback, service metrics, and data to identify trends, insights, and areas for improvement.
- Strategic Thinking: Capacity to think strategically and develop long-term plans and initiatives to enhance customer service operations and drive business growth.
- Team Management: Experience in recruiting, training, and managing a diverse team of customer service professionals, including performance evaluation and coaching.
- Conflict Resolution: Skills in managing conflicts and handling difficult situations with customers or within the team, while maintaining a positive and solution-oriented approach.
- Technical Proficiency: Familiarity with customer relationship management (CRM) systems, call centre software, and other relevant technologies to streamline processes and enhance efficiency.
- Quality Management: Understanding of quality assurance principles and practices to ensure consistent and high-quality service delivery.
- Experience in Customer Service: Previous experience in customer service roles, preferably with progressively increasing levels of responsibility, to understand the dynamics of customer interactions and service delivery.
- Industry Knowledge: Familiarity with the specific industry or sector in which the company operates, including knowledge of industry trends, regulations, and best practices in customer service.
- Project Management Skills: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines effectively.
- Business Acumen: Understanding of business fundamentals, including financial management, budgeting, and how customer service impacts overall business performance.

**Job Types**: Full-time

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