Customer Service Team Lead

4 weeks ago


Wembley, United Kingdom J Sons and Co. ltd Full time

Job Title: Customer Quality and Complaints Executive

Company: J Sons and Co. Ltd

Job Summary:

We are seeking a highly skilled and experienced Customer Quality and Complaints Executive to join our team. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Key Responsibilities:

  • Oversee daily operations of the customer service department to ensure high-quality service delivery.
  • Lead, mentor, and supervise a team of customer service representatives, fostering a positive and productive work environment.
  • Develop and implement customer service policies and procedures to enhance customer satisfaction.
  • Analyse customer feedback and service metrics to identify areas for improvement.
  • Manage escalated customer complaints and resolve issues in a timely manner.
  • Collaborate with other departments to ensure seamless communication and service delivery across the organisation.
  • Train new staff on company policies, systems, and best practices in customer service.
  • Conduct regular performance reviews and provide constructive feedback to team members.

Requirements:

  • Proven experience in a managerial role within customer service or a related field.
  • Excellent communication skills in English; proficiency in Urdu/Hindi or other languages is an advantage.
  • Ability to analyse data and make informed decisions based on insights gathered from customer interactions.
  • Proficient in using customer service software and tools.
  • Strong problem-solving skills with a focus on delivering solutions that enhance customer experience.
  • A commitment to continuous improvement in service delivery standards.

About Us:

J Sons and Co. Ltd is a leading organisation committed to delivering exceptional customer service. We are passionate about building strong relationships with our customers and providing them with the best possible experience.

What We Offer:

We offer a competitive salary, excellent benefits, and opportunities for career growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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