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Customer Service Team Lead
2 months ago
Job Title: Customer Service Manager
Department: Taxi
Location: Formby
Working Hours: Monday to Friday 09:00am and 17:30pm, including 1 in 3 Saturday 09:00am – 12:30pm
Salary: £30,671 + £4000 Performance related bonus per annum
Job Summary:
We are seeking a highly skilled Customer Service Manager to join our team at Acorn insurance & Financial Services LTD. As a key member of our Taxi department, you will be responsible for ensuring the highest standards of customer service are met, while also driving team performance and productivity.
Key Responsibilities:
- Lead and manage a team of customer service representatives to ensure excellent service delivery and high levels of customer satisfaction.
- Develop and implement strategies to improve team performance, productivity, and quality of service.
- Conduct regular coaching and feedback sessions to support team members in achieving their goals and objectives.
- Monitor and report on key performance indicators (KPIs) to ensure the team is meeting business expectations.
- Collaborate with other departments to ensure seamless service delivery and effective communication.
- Identify and implement process improvements to enhance customer experience and reduce complaints.
- Manage and resolve customer complaints in a timely and professional manner.
- Develop and maintain relationships with key stakeholders, including customers, colleagues, and external partners.
Requirements:
- Proven experience in a customer service management role, with a strong track record of delivering excellent service and driving team performance.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and external partners.
- Strong leadership and coaching skills, with the ability to motivate and develop a team of customer service representatives.
- Ability to analyze data and identify trends to inform business decisions and drive process improvements.
- Strong problem-solving and conflict resolution skills, with the ability to manage and resolve customer complaints in a timely and professional manner.
What We Offer:
We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and customer-focused individual with a passion for delivering excellent service, we would love to hear from you.
