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Customer Service Team Leader

4 months ago

Par, United Kingdom Trade Ivy Limited Full time

**Job Overview**:
Trade Ivy Limited is the parent company of several successful and well-regarded lighting and electrical brands, including The Soho Lighting Company, Elesi and Lieber. Following continued growth, we are seeking a dynamic and experienced Customer Service Team Leader to join our growing team. As the Customer Service Team Leader, you will be responsible for overseeing and managing a team of customer service representatives, ensuring exceptional customer experiences and effective resolution of inquiries and issues. This role requires strong leadership skills, a customer-centric mindset, and the ability to foster a positive and collaborative team environment.

**Responsibilities**:

- Lead and supervise a team of customer service representatives, providing guidance, support, and ongoing coaching to enhance performance and customer satisfaction.
- Monitor team performance metrics, such as response times, first response resolution, and customer satisfaction, and implement strategies to achieve and exceed targets.
- Handle escalated customer inquiries or complaints, demonstrating excellent problem-solving abilities and ensuring timely and satisfactory resolutions.
- Develop and maintain customer service procedures, guidelines, and best practices to streamline processes and improve overall efficiency.
- Conduct regular training sessions for team members to enhance product knowledge, communication skills, and customer service techniques.
- Collaborate with other departments, such as Sales, Warehouse, and Product Development, to relay customer feedback and contribute to continuous improvement efforts.
- Analyse customer service data and generate reports for management, highlighting key performance indicators and areas for improvement.
- Stay up-to-date with industry trends and customer service advancements to implement innovative practices within the team.
- Foster a positive and motivated team culture, encouraging open communication, teamwork, and a focus on delivering exceptional customer experiences.
- Ensure compliance with company policies and procedures, as well as relevant regulatory requirements.

**Requirements**:

- Proven experience in a customer service leadership role, preferably in a similar industry.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and other stakeholders.
- Strong problem-solving skills and the ability to make decisions under pressure.
- Exceptional organisational and time management abilities to handle multiple priorities effectively.
- A customer-centric mindset with a passion for delivering outstanding service.
- Demonstrated leadership qualities and the ability to motivate and inspire a team.
- Proficiency in using customer service software and tools.
- Flexibility to work in a fast-paced and dynamic environment.
- A commitment to continuous learning and professional development.
- A bachelor's degree or equivalent in a relevant field is preferred.

Join our team at Trade Ivy Limited and take the lead in providing exceptional customer service experiences. If you possess the skills and passion to make a positive impact, we would love to hear from you.

**Benefits of working with us**:

- Full time contract
- Share of team bonus
- Growing successful company
- A friendly small team environment
- Free on-site car park
- 25 days holiday plus Bank holidays
- Pension Scheme
- Next to shop/supermarket

**Job Types**: Full-time, Permanent

**Salary**: £27,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Quarterly bonus

**Experience**:

- Customer service: 4 years (preferred)

Work Location: In person

Reference ID: ICSSS/1110