Customer Service Team Leader

6 months ago


Swansea, United Kingdom Recruit4Staff Full time

Recruit4staff are proud to be representing their client, an established **Cyber Security Training busines**s in their search for a **Customer Service Team Leader** to work in their leading facility in **Swansea.**

**For the successful Customer Service Team Leader our client is offering**:
i. up to £42,328 p/annum
ii. 25 days holiday + Bank Holidays
iii. Christmas Shutdown (Deductible from Holidays)
iv. Volunteer & Charity Days
v. Pension Scheme
vi. Private Medical Insurance
vii. Macbook & Accessories, iPhone
ix. Travel Expenses when necessary
x. ongoing training within the industry

**The role - Customer Service Team Leader**:
i. Responsible for responding efficiently to customer enquiries in line with service level agreements
ii. Take ownership of any escalations/low customer satisfaction scores along with individual and team targets
iii. Responsible for the recruitment, selection and onboarding of new team members
iv. offer support customer service internally to all departments across EMEA when required
v. Processing course payments over the telephone
vi. Be the first point of contact for key accounts
vii. Offering technical support and account administration
viii. Managing the EMEA outstanding orders process
ix. Monitoring the service desk performance, metrics, benchmarks and implementing improvements

**What our client is looking for in a Customer Service Team Leader**:
i. 3-5 years’ experience in a supervisory role - Customer Service

ii. Experience working with service teams is essential

iii. EMEA region service experience would be beneficial

iv. Any Cyber Security / IT Network / Technical industry exposure would be advantageous

v. Strong IT skills

vi. able to cope well under pressure, act calmly and be people focussed

vii. Previous staff training and support experience is also essential

**Key skills or similar Job titles**:
Customer Service Manager, Customer Service Supervisor, IT Service Desk Manager, IT Service Desk Team Leader
***
**Commutable From**:
**Swansea, Cardiff**

This vacancy is being advertised on behalf of Recruit4staff Wrexham who are operating as a recruitment agency, agent, agencies, employment agency or employment business.

**Job Reference: opp-17677**:



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