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Customer Service Team Leader
2 months ago
Job Title: Customer Service Team Leader
Job Summary:
We are seeking a highly skilled Customer Service Team Leader to join our team at Jackie Kerr Recruitment Ltd. As a Customer Service Team Leader, you will be responsible for leading a team of customer service agents and ensuring that they provide exceptional service to our clients.
Key Responsibilities:
- Team Leadership: Lead a team of customer service agents to achieve key performance indicators (KPIs) and provide coaching and guidance to improve performance.
- Customer Feedback: Evaluate customer feedback and identify ways to maximize customer satisfaction.
- Performance Management: Create intervention and improvement plans for team members and provide regular feedback and coaching.
- Reporting: Create reports based on the performance of the customer service team, ready to be reported to higher management.
- Escalated Issues: Resolve escalated customer issues in a timely and professional manner.
- Policies and Procedures: Develop customer service policies and procedures to ensure consistency and quality across the team.
Requirements:
- Experience: Experience within a customer service role, ideally with team management experience.
- Skills: Strong leadership and communication skills, with the ability to motivate and coach a team.
- Industry Knowledge: Knowledge of the manufacturing industry, with a preference for experience working within a manufacturing company.
Working Hours:
- Hours: 24 hours per week.
- Core Hours: Monday to Friday, 08:00 to 17:30.
- Flexibility: Flexibility in working hours to accommodate the needs of the team and the business.
