Customer Service Team Lead

1 week ago

Birmingham, Birmingham, United Kingdom Hydrogen Group Full time
Customer Service Team Manager

Hydrogen Group is seeking a seasoned leader to oversee a team of customer service professionals, driving excellence in service delivery and operational efficiency.

Key Responsibilities:
  • Team Performance Oversight: Ensure high-quality service delivery, timely resolution of customer queries, and continuous process improvement.
  • Resource Planning: Lead effective resource allocation to meet contact demands and optimize team performance.
  • Performance Monitoring: Track call centre, inboxes, and secure messaging performance, adapting to meet KPIs and regulatory standards.
  • Customer Issue Resolution: Act as the first escalation point, providing effective solutions and ensuring complaints are properly logged and resolved.
  • Team Development: Support training and development, providing mentorship and guidance to team members.
  • Recruitment and Onboarding: Assist with the recruitment and onboarding of new team members.
  • CX Improvement: Champion customer experience improvements and offer insights for process enhancements.

As a Customer Service Team Manager at Hydrogen Group, you will be responsible for leading a team of customer service professionals, driving excellence in service delivery and operational efficiency. If you have a passion for customer service and leadership, we encourage you to apply for this exciting opportunity.

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