Customer Service Team Lead
3 weeks ago
We are seeking a highly skilled and experienced Customer Service Team Supervisor to join our team at Venus Recruitment Limited. This is a permanent role with a stable working pattern, ensuring you have a great work-life balance.
The Customer Service Team Supervisor will be responsible for:
- Supporting the management team to ensure the team provides excellent customer service and meets departmental SLAs
- Maintaining awareness of contact volumes and resources available to ensure the team works effectively throughout the day
- Identifying potential issues and communicating them with the management team
- Managing, capturing, and resolving customer escalations and complaints from the team effectively
- Actively monitoring timekeeping and task adherence across the team
- Being visible and accessible to the team
- Conducting a concise up-to-date handover at the end of each shift to the incoming supervisor/team
- Working collaboratively with the Quality & Training team to support the onboarding of new team members
- Supporting management to maintain a happy and motivated team
We are looking for:
- Proven experience supervising a customer service team
- An effective communicator with a high standard of written and verbal English
- Ability to be assertive in providing constructive feedback and in decision-making
- Ability to keep calm in a crisis and be highly organized, set priorities, and flex these when needed
- Confidence using IT and learning new software and systems
This role offers a competitive starting salary of £27,040, 25 days holiday, your birthday off, long service awards, DIS 4 x salary from month 1, enhanced maternity leave, and many more benefits and perks.
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