Customer Service Team Leader

7 months ago

AshbyDeLaZouch, United Kingdom Citron Hygiene Full time

Great companies start with great people

Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. At Citron Hygiene, we have created a fun, inclusive, collaborative, and team-oriented culture. All departments work together to achieve company goals, with camaraderie and respect. We are completely committed to fostering a great culture because we value our internal talent and work hard on maintaining an environment that provides opportunity to those who seek it out.

Role Profile
The role of the Customer Service Team Leader is to retain and grow business through the effective management of all incoming and outgoing customer enquiries by the management and leadership of a team of Customer Service Representatives.
To consistently promote an excellent customer experience for all internal and external customers to ensure that their enquiry is resolved and administered in a consistent and accurate way and at first point of ownership of customer issues. Closing the loop on all enquiries through effective and speedy administration, involving all necessary stakeholders within Citron.
The Customer Service Team Leader will be responsible for the measurement of individual and team performance and achievement of KPI’s in place as well as training, support and general upskilling within the team.
Key Responsibilities
- To manage a team of Customer Service Representatives through defined and targeted response times (input) and triaging resolution (outputs) through coaching, training, and monitoring of the team to achieve maximum results whilst utilising Salesforce and other company defined IT systems to communicate and audit all actions.
- To follow and maintain all Citron policies and processes to deliver customer service excellence and interaction with our external and internal customers ensuring that your team members are given support and clarity on these.
- To carry out regular team member 1:1 review meetings identifying strengths and development areas within your team to identify any support required or action which needs to be taken.
- To take full ownership of all incoming customer enquiries with a view to resolve those enquiries in a quick and efficient manner with mínimal disruption to the customer.
- To drive a speedy resolution to all customer enquiries to ensure that customer retention is a high priority.
- To proactively communicate with all customers to drive accuracy and ensure complete and up to date customer details.
- To drive customer focus and ownership throughout the business to ensure the speedy resolution of all customer enquiries.
- To achieve agreed account administration team KPI’s and standard which will drive customer service excellence within the Contact Centre.
- To constantly look at ways to assist customers to find resolutions to their enquiries in a focused and consistent manner.
- The ability to manage customer enquiries using different channels of communication.
- To use strong communication skills to drive complete account enquiry resolution for all customers.
- To take full ownership of any customer enquiry remaining focused on the growth of the business.
- To manage proactive methods of customer communication that will support the business in its aim to increase its understanding of our customers and their requirements.
- To always strive to ensure the complete accuracy of all customer transactions - invoicing, order creation, change of customer details, customer account creation.
- To build strong relationships with all team members and internal customers to ensure that all external customers experience, excellent service always.
- To accurately and consistently follow the business process when updating all business systems and records to ensure customer details are always accurate and up to date.
- To manage and update several Lynx reports and monitor the processes driven through the department in terms of processing opportunities.

Knowledge & Experience
Essential
- Demonstrate the ability to motivate and lead a team keeping focus on KPI’s and team performance goals.
- Demonstrate the ability to be able to work well under pressure whilst working towards deadlines and unpredictable peak periods.
- Able to understand Sales related IT systems (Salesforce) and use them effectively to manage customer activity.
- Good telephone manner and experience of dealing with customer queries and complaints under pressure and in all circumstances.
- Experience in the ability to meet robust targets that focus on customer care and attention to detail.
- Inbound & outbound customer calling experience.
- Previous people management experience.
- Ability to travel within the UK as and when

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