Customer Services Team Leader

4 days ago

Haywards Heath, United Kingdom First Recruitment Services Limited Full time

Customer Services and Sales Team Leader

Full time permanent role - office based

Mon-Fri 0900-1730

Haywards Heath - close to the station area - free parking available on site and nearby

Salary £30000 - £33000 plus very good company benefits

We are very pleased to be working alongside our progressive, friendly, rapidly growing and successful client as they seek to recruit a Customer Services / Sales Team Leader to join their team in their Haywards Heath office.

The role is to lead a happy team of five staff but this will be growing to around ten or more as the company continues with their ongoing growth plans

**The role**:
Working alongside the Operations Manager, this is a new position to the business offering a varied operational role with scope to grow and develop yourself, and the team in increasing customer sales and offering a quality service to customers. This is nota sales role and will not involve outbound selling or cold calling whatsoever.

**Duties / responsibilities**:
Supervise a small friendly team to deliver operational targets and customer standards.

Support the team resolving queries. Monitor sales performance and support the team in achieving high closure / up selling rates to existing customers.

Carry out quality assurance and audit checks on team outputs and ensure that they are in line with company guidelines.

Carry out regular 1-2-1’s with the team, setting objectives and personal development plans to manage and drive performance within the team

Use varied management and leadership approach to get the best out of each individual within the team

Lead team meetings and ensure the team are aligned with overall business goals and targets.

Maintain excellent team communications - communication is key within this company

Plan, organise and manage the team resource, ensuring adequate resource is in place.

Responsible for the initial handling of any disciplinary matters.

Involvement in the hiring process and new team member training.

Ensuring that team training and development needs are met.

Provide feedback and have input into the development of the business.

Customer focused - work with the team to maintain and improve company quality scores.

Provide feedback to and work alongside the Operations Manager in evolving existing and new processes.

Handle, monitor and oversee any complaints. Provide feedback to improve products and processes to prevent

and/or minimise complaints.

As required, undertake team tasks and responsibilities.

Undertake ad hoc projects on behalf of the Operations Manager.

**Skills / competencies and experience required for this role**:
Experience of supervising a small to medium size customer service, phone and admin based team.

Previous experience in increasing company sales and conversions

Driven, motivated and professional

Thrive on enabling the development of team members.

Positive and solution orientated.

Exercise good judgement and be prepared to make decisions.

A passion for first class customer service and exceeding expectations.

Strong communication skills demonstrating empathy and understanding where required.

Excellent prioritisation and time management skills.

This is an excellent opportunity to join a superb company as they continue to develop new markets and products within their sector.

First Recruitment Services is acting as an employment agency on behalf of this vacancy

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