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Customer Service Team Leader

4 months ago

Chippenham, United Kingdom Omega Resource Group Full time

Location
Chippenham- Job-type
Full time- Salary
£35k - 38k per year + company wide bonus- Contact
- Annabel Clifford
- Call
- Annabel
Reference
- 101237

**Job Title: Customer Service Team Leader**

**Location: Chippenham**

**Pay Range/details: £35,000 - £38,000 + company wide bonus**

**Contract Type: Permanent**

Our client, a national fleet company, are seeking a Customer Service Team Leader to join their growing customer service team, to oversee and assist the customer service advisors and administrators for clients throughout the UK and liaising with internal departments to follow up on a range of enquiries.

**Key Responsibilities - Customer Service Team Leader**
- To manage the team responsible for ‘offline’ work queues which require intervention to support driver booking requests
- To be responsible for the following principle queues of booking work activities
- To keep customers and other interested parties informed of progress
- To support in rota/shift allocations within the team (ensuring any issues are escalated to the team leader)
- To audit either in conjunction with, or independently individuals within the team to assess their performance in customer service, and/or call quality
- To coach and support the improvements of team members, increasing knowledge and skills
- Conduct team huddles or briefing sessions where required
- To manage escalation calls and provide feedback to individuals where required
- To support the correct call routing and adhoc assignments into call groups where required at peak times
- To support in complaints management investigations

**Experience & Requirements - Customer Service Team Leader**
- Experience in customer service and/ or call centre related role is essential
- A positive, confident, and approachable style when dealing with customers and other third parties
- Capable of using Microsoft Word, Excel, and Outlook to an intermediate level
- Comfortable working to targets and deadlines
- Experience in the motor industry is desirable, but not essential

**What we can offer - Customer Service Team Leader**
- Annual Company Bonus (up to £5,000)
- Matched pension to 5%
- Death in Service - 4 x salary
- 25 days annual holiday entitlement + Birthday + Bank Holidays
- Salary Exchange - Holiday purchase scheme (up to 3 days)
- Salary Exchange - Car Scheme

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.

Omega Resource Group is acting as an Employment Agency in relation to this vacancy.