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Team Leader for Customer Support
2 months ago
NOCN Group is looking for a Customer Service Operations Leader to join our dedicated Customer Service Team on a permanent full-time basis.
About NOCN Group:
NOCN Group is a charitable organization focused on education, dedicated to empowering learners and supporting organizations in achieving their goals. Our diverse business units specialize in regulated qualifications, assessment services, consultancy, and research, both in the UK and internationally.
Why Join Us?
At NOCN Group, you will be part of a dynamic and growing international educational charity. We offer a range of benefits that enhance your career experience.
Key Responsibilities:
- Lead the Customer Service team to ensure exceptional service delivery.
- Guide and mentor team members, overseeing daily operations and implementing strategies to enhance customer satisfaction.
- Support organizational growth by managing projects and process improvements while fostering a culture of service excellence.
Core Duties:
- Ensure the team achieves first contact resolution and maintains high service standards.
- Monitor team performance against internal objectives and KPIs.
- Enhance system procedures and guidelines to support outstanding service delivery.
- Oversee the management of customer data and applications efficiently.
- Develop knowledge in all aspects of the education sector and seek improvements in operational practices.
- Handle escalated customer issues with empathy and professionalism.
- Inspire and develop the team through regular feedback, coaching, and performance evaluations.
- Ensure compliance with relevant policies and procedures while addressing customer concerns promptly.
- Participate actively in meetings, ensuring timely follow-up on action items.
- Provide clear guidance to team members regarding their roles and responsibilities.
- Manage attendance and conduct disciplinary actions in accordance with HR policies.
- Perform additional duties as assigned by senior management.
Ideal Candidate Profile:
- Level 3 education or equivalent qualification in customer service.
- Experience in managing diverse customer interactions and stakeholder relationships.
- Proven leadership experience in a customer service environment.
- Proficient in Microsoft Office applications.
- Strong communication and attention to detail.
- Demonstrated leadership capabilities and commitment to quality.
- Ability to manage change effectively and work collaboratively within a team.
Application Process:
Interested candidates are encouraged to submit their CV along with a cover letter detailing their suitability for the role.
