Customer Service Team Lead

2 weeks ago

StainesuponThames, Surrey, United Kingdom iRecruit Partners Ltd Full time
Job Title: Service Desk Manager Job Overview: The Service Desk Manager will lead a team of customer service representatives and engineers to provide exceptional customer service, resolve complex issues, and drive customer satisfaction. They will be responsible for managing day-to-day operations, developing service procedures, and setting clear customer support standards. Key Responsibilities: • Lead and oversee the customer service team to ensure exceptional customer service delivery • Develop and implement customer service policies and procedures to ensure consistent service delivery • Monitor and evaluate team performance, providing coaching and training to maximize efficiency and customer satisfaction • Handle complex customer service issues and escalate them to internal teams • Collaborate with other departments to integrate customer service with overall business strategies • Analyze customer feedback and develop new techniques to ensure customer retention • Prepare detailed reports on customer service metrics and present them to senior management Requirements: • Proven experience as a Service Desk Manager or similar role, preferably in the telecommunications industry • Strong leadership and team management skills • Excellent communication and interpersonal abilities • Proficient in Microsoft Office • Customer-oriented approach with the ability to adapt/respond to different personality types Preferred Skills: • Experience in handling customer service in a high-volume environment • Familiarity with industry trends and technologies We Offer: • A dynamic work environment with opportunities for professional growth • Competitive salary and benefits package • Supportive team and management structure

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