Customer Service Team Lead

3 days ago

Leicestershire, United Kingdom Macildowie Recruitment and Retention Full time
Customer Service Manager Job Description

Macildowie Recruitment and Retention is seeking a highly skilled Customer Service Manager to join our team. As a key member of our customer service centre, you will be responsible for leading a team of customer service advisors and driving process improvements to deliver exceptional customer experiences.

Key Responsibilities:
  • Manage a team of customer service advisors, providing guidance, support, and coaching to ensure they meet their performance targets.
  • Develop and implement customer service process improvements to enhance the customer experience and drive business growth.
  • Work closely with the IT and Digital teams to scope and test developments to related systems, resolving any issues and reporting to the Manager - Customer Service Centre as appropriate.
  • Provide analysis and reports on membership and training provider activity to identify patterns of behaviour and opportunities for development.
  • Ensure that the customer service centre provides a first-class customer service experience to members, training providers, and delegates.
Requirements:
  • Experience of managing a team and/or project.
  • Experience of supervising and motivating others, evaluating work performance, and providing feedback and guidance.
  • Experience of communicating complex concepts via telephone, face-to-face, and in writing.
  • Experience of presenting to large and small audiences using PowerPoint or other presentation tools.
  • Experience of successfully delivering to identified targets with minimum supervision.
  • Experience of communicating with people at all levels in business.
  • Experience of working without direct supervision inside and outside of the normal office environment.
  • Experience of using multi-relational databases.
  • Experience of coaching and people development.
  • Experience in complaint handling and management.
About Macildowie Recruitment and Retention:

Macildowie Recruitment and Retention is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers.

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