Customer Service Team Lead

3 weeks ago

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

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

Key Responsibilities:
  • Lead and motivate a team of customer service representatives to deliver exceptional customer experiences.
  • Ensure prompt response to incoming customer enquiries and work with the team to embed a best-in-class customer experience.
  • Maximise the capacity of our service engineers and ensure the team reacts promptly to scheduling service appointments for our customers.
  • Manage the performance of the team against specific KPIs and service standards.
  • Resolve customer escalations and complaints, and ensure resolutions are provided promptly and professionally.
  • Use customer insight and feedback to 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.
  • 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.
Desirable:
  • Experience of using CRM systems, preferably Salesforce/IFS.
  • Working experience of leading a team to effectively manage high call and enquiry volumes.

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