Customer Service Team Lead

3 weeks ago


Worthing, West Sussex, United Kingdom Huntress Full time

About the Role:

We are seeking a highly skilled and experienced Service Excellence Manager to join our team at Huntress Search Ltd. As a Service Excellence Manager, you will be responsible for leading a dedicated team of customer service representatives in a fast-paced call centre setting.

Key Responsibilities:

  1. Motivate and develop your team to achieve and exceed individual and team performance goals in a call centre environment.
  2. Analyse call metrics and service levels to identify trends, implement strategies, and optimise team performance.
  3. Conduct regular call evaluations and provide constructive feedback to team members to maintain high-quality standards.
  4. Act as the point of contact for escalated customer enquiries, resolving issues with professionalism and efficiency.
  5. Develop and deliver training programs for new hires and ongoing training for existing team members, focusing on product knowledge and service excellence.
  6. Collaborate with management to identify and implement process improvements that enhance the customer experience and streamline operations.
  7. Create a supportive and engaging work environment by organising team-building activities and recognising individual and team achievements.
  8. Generate regular reports on team performance, customer satisfaction, and operational efficiency to inform leadership decisions.

Requirements:

  1. Proven experience leading a customer service team within an office support function.
  2. Strong leadership skills with a focus on motivation and team development.
  3. Excellent communication and interpersonal skills, with the ability to connect with team members and customers alike.
  4. Analytical mindset with experience in interpreting performance data and metrics.
  5. Familiarity with call centre software and CRM systems.
  6. Problem-solving skills with the ability to manage escalations effectively.
  7. A customer-centric approach and a passion for delivering outstanding service.

Huntress Search Ltd is an equal opportunities employer and welcomes applications from all qualified candidates.



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