Customer Service Team Lead

1 month ago


Cheltenham, Gloucestershire, United Kingdom Siamo Group Ltd Full time
Job Summary
Siamo Group Ltd is seeking a highly skilled Customer Service Manager to lead our team in Swindon. As a key member of our management team, you will be responsible for developing and implementing customer service strategies that drive business growth and excellence.

About the Role
The successful candidate will have previous experience as a Customer Service/Call Centre Manager, with a proven track record of leading high-performing teams and driving customer satisfaction. You will be responsible for engaging with our diverse client base, supporting their growth, and addressing any queries they may have. This includes raising complex orders for production via our MIS platform, leading our talented team of Account Managers with support and training, and ensuring all customer service processes support company success.

Key Responsibilities
* Engage with our diverse client base, supporting their growth and addressing any queries they may have.* Raise complex orders for production via our MIS platform.* Lead our talented team of Account Managers with support and training.* Ensure all customer service processes support company success.* Engage in conflict resolution and negotiation to effectively manage customer complaints and escalations.* Cultivate long-lasting relationships with all customers.* Provide prompt assistance to your team for any escalations.* Collaborate with Production to resolve any production and dispatch issues.* Communicate and coordinate with internal departments to ensure timely order dispatch.* Maintain comprehensive knowledge of company policies and procedures to address issues such as returns, quality concerns, and delivery challenges.* Understand our network of delivery partners and their web portals.

Requirements
* Previous exposure as a Customer Service/Call Centre Manager is essential due to nature of the role.* Lead a talented team of Account Managers with support and training.* Ensure all customer service processes support company success.* Engage in conflict resolution and negotiation to effectively manage customer complaints and escalations.* Cultivate long-lasting relationships with all customers.* Provide prompt assistance to your team for any escalations.* Collaborate with Production to resolve any production and dispatch issues.* Communicate and coordinate with internal departments to ensure timely order dispatch.* Conduct project work based around customer experience improvements* Engage with a diverse client base, supporting their growth and being able to address any queries they may have.

Benefits
* Competitive salary range £38,000 - £45,000 DOE
* Excellent professional development opportunities and regular in-house progression paths offered
* Company pension scheme
* Employee Life insurance
* Cycle to work scheme
* On-site parking

This is an excellent opportunity to join a leading print brand and take your career to the next level.

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