Customer Service Team Leader

4 days ago


Sheerness, United Kingdom Capella Solutions Group Full time

**Customer Service Team Leader Job Description**

**Description**

We are currently seeking an experienced Customer Service Team Leader to join our extremely reputable and fast-moving, family-run SME which is just over the bridge on the Isle of Sheppey.

We have just moved to brand new premises with air-conditioned offices and very easy access

As Customer Service Team Leader you will be required to manage and train our Customer Service Team Members so that both internal and external customers experience the best possible service.

**Duties & Responsibilities**
- Monitor and enhance contact between the Customer Service Team and Internal Customers
- Monitor and enhance the experience provided to External Customers
- Assist Customer Service Team with workload and necessary training

**Day to day responsibilities for the Team Leader to include**:

- Oversee the day to day customer services activities
- Review and adjust KPI’s to ensure they remain meaningful and trackable
- Assist with effective liaison, support and assistance between customer services department and rest of organisation
- Coach Team Members to improve quality of conversations and other interactions with all types of customer
- Use and supervise the use of CRM system to manage the functions of receiving, analysing, resolving and documenting customers’ issues and complaints in accordance with the organisation’s requirements
- Ensure Customer Service processes are followed and improved as necessary
- Assist with developing plans for customer services activities to include customer management to achieve satisfaction targets
- Provide support to all other departments with customer service and related issues
- Adhere to all organisation policies and procedures
- Interact and co-operate with all members of the organisation, its suppliers and clients/customers
- Reporting to Management (content and format as agreed) on a monthly basis or as otherwise required
- Control expenses to meet agreed budgetary controls
- Interact and co-operate with all members of the organisation, its suppliers and clients/customers

**Essential Abilities/Competencies for the role**
- A minimum of two years experience in Customer Service Team supervision / lead
- Experience is use of CRM systems and a range of expected current IT systems
- Understanding of customer service management obligations (including statutory obligations), requirements and dynamics
- Ability to assist in customer service management and control
- Project management skills
- Ability to work calmly under pressure

**Hours**
- Monday to Friday 0730 - 1700

**Benefits**
- Salary Region £37,000 - £42,000 per annum
- Brand new, air-conditioned offices
- Endorsed friendly atmosphere
- Ample free parking and easy main road access
- Profit sharing scheme after probation
- 28 days holiday including statutory Bank Holidays
- Pension scheme

**Salary**: £37,000.00-£42,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Profit sharing
- Sick pay

Schedule:

- Monday to Friday

Application question(s):

- Do you have a car so as to be able to drive to work?

**Experience**:

- Team Leader: 3 years (required)

Work Location: In person

Expected start date: 01/05/2024


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