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Customer Service Team Lead

2 months ago

Woking, Surrey, United Kingdom Redmore Recruitment limited Full time

Job Title: Customer Service Team Lead

Job Summary:

We are seeking an experienced Customer Service Team Lead to join our team at Redmore Recruitment Limited. As a Customer Service Team Lead, you will be responsible for leading and motivating a team of customer service representatives to deliver exceptional customer experience.

Key Responsibilities:

  • Lead and motivate a team of customer service representatives to deliver exceptional customer experience
  • Ensure the team promptly answers incoming customer enquiries and works to embed a best-in-class customer experience
  • Maximise the capacity of our service engineers, ensuring the team reacts promptly when scheduling service appointments for our customers
  • Manage the performance of your team against specific KPIs and service standards
  • Demonstrate a coaching mentality by providing feedback and coaching through regular 121s, Team Meetings, and personal performance management
  • Resolve customer escalations and complaints, and ensure resolutions are provided promptly and professionally
  • Use customer insight and feedback to help drive process development and improvements
  • Resource/Rota management to ensure sufficient team coverage and general absence management

Essential Skills and Experience:

  • Experience of managing a team within a service delivery environment
  • Experience of using CRM systems, preferably Salesforce/IFS
  • Working experience of leading a team to effectively manage high call and enquiry volumes
  • Strong Microsoft IT skills
  • Demonstrates resilience and remains calm under pressure
  • Has a passion for customer service and takes ownership of finding the best outcome for the customer
  • Is an approachable character with a positive persona and promotes positivity within the workplace