Customer Support Team Leader
3 weeks ago
£38,000
Comprehensive Benefits
Flexible Work Arrangement
Elevation Recruitment Group is collaborating with a prominent Manufacturing organization seeking a Customer Support Team Leader to enhance their operations.
Our client is a distinguished manufacturing entity committed to providing superior products to their esteemed clientele. They emphasize their dedication to quality, innovation, and customer satisfaction.
In the role of Customer Support Team Leader, you will be instrumental in overseeing our customer support functions. You will manage a team of customer support agents, ensuring they deliver prompt and effective assistance to our clients.
Key Responsibilities:
1. Lead and manage the customer support team, offering direction, coaching, and assistance to meet performance objectives and KPIs.
2. Formulate and execute strategies to improve the customer support experience, optimize processes, and enhance operational efficiency.
3. Analyze daily and monthly operational reports to assess process cycle times, workflow volumes, customer satisfaction, and handling durations.
4. Supervise customer inquiries, feedback, and complaints, ensuring swift resolution and maintaining high customer satisfaction levels.
5. Collaborate with internal teams such as production, logistics, and sales to address customer requirements and resolve issues promptly.
6. Handle customer complaints related to orders, deliveries, and returns, coordinating internal efforts for quick resolution and response.
7. Prepare and present monthly management reports.
8. Develop relevant policies and procedures to ensure adherence to customer service principles and applicable regulations, monitoring compliance in these areas.
Key Skills:
1. Proven experience in a customer support supervisory or managerial capacity within a manufacturing context.
2. Knowledge of export order processes.
3. Strong leadership capabilities with the ability to inspire, coach, and develop a team.
4. Excellent communication skills, both verbal and written, with a focus on customer-centric approaches.
5. Demonstrated problem-solving skills and a proactive attitude towards addressing customer challenges effectively.
This position offers a fantastic opportunity to join a well-regarded and expanding organization.
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