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Customer Service Operations Leader

2 months ago

Cardiff, Cardiff, United Kingdom Brook Street Full time

Overview:
We are seeking a dedicated Customer Service Operations Leader to collaborate closely with the Customer Services Manager. This role is pivotal in guiding an established customer service team to ensure the delivery of exceptional service to our clientele.

Key Responsibilities:
As a Customer Service Operations Leader, you will:

  • Oversee the training and development of new team members.
  • Establish and monitor customer satisfaction objectives to consistently surpass client expectations.
  • Conduct performance evaluations, providing constructive feedback to enhance team effectiveness.
  • Assist in resolving complex customer inquiries and complaints, ensuring prompt and effective solutions.
  • Support team management tasks, including leave requests and absence tracking.
  • Maintain adherence to the complaints procedure as outlined in the Quality Procedures manual.
  • Facilitate ongoing training initiatives to promote continuous professional development.
  • Propose and implement innovative procedures aimed at elevating customer service quality.

Personal Attributes:
The ideal candidate will possess a strong background in customer service leadership, demonstrating the ability to inspire and motivate a team. Your leadership will be instrumental in enhancing overall customer satisfaction and contributing to the success of the customer service department.