Customer Service Team Leader

3 weeks ago

Woking, Surrey, United Kingdom Redmore Recruitment limited Full time
Customer Service Team Leader

We are seeking a highly motivated and experienced Customer Service Team Leader to join our team at Redmore Recruitment limited. As a key member of our customer service division, you will be responsible for leading and inspiring a team of customer service advisors to deliver exceptional customer experiences.

Key Responsibilities:
  1. Lead and motivate a team of customer service representatives to deliver exceptional customer experiences.
  2. Ensure prompt answers to incoming customer enquiries and embed a 'best-in-class' customer experience.
  3. Maximise service engineer capacity and ensure the team reacts promptly to scheduling service appointments.
  4. Ensure team availability to support field-based service engineers.
  5. Manage team performance against specific KPIs and service standards.
  6. Demonstrate a coaching mentality through regular feedback and coaching.
  7. Resolve customer escalations and complaints promptly and professionally.
  8. Use customer insight and feedback to drive process development and improvements.
  9. Resource and rota management to ensure sufficient team coverage and absence management.
Essential Skills and Experience:
  1. Experience of managing a team within a service delivery environment.
  2. Experience of using CRM systems, preferably Salesforce/IFS.
  3. Strong Microsoft IT skills.
  4. Demonstrates resilience and remains calm under pressure.
  5. Passion for customer service and takes ownership of finding the best outcome for the customer.
  6. Approachable character with a positive persona, promoting positivity within the workplace.

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