Customer Care Team Leader

13 hours ago

Salford, Salford, United Kingdom Marlowe Fire and Security Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Team Leader to join our team at Marlowe Fire & Security. As a key member of our leadership team, you will be responsible for leading and managing a team of customer care representatives, ensuring they provide best-in-class support to our clients.

Key Responsibilities
  • Lead, mentor, and motivate a team of customer care representatives to achieve and exceed performance targets.
  • Handle customer escalations and complex queries, providing solutions and ensuring customer satisfaction.
  • Monitor team performance through KPIs and provide regular feedback and coaching to drive continuous improvement.
  • Develop and implement strategies to enhance customer care processes and increase efficiency.
  • Collaborate with other departments to resolve issues and improve overall customer experience.
  • Prepare and present regular reports on team performance and customer feedback to senior management.
  • Ensure compliance with company policies and procedures, maintaining a high level of professionalism and integrity within the team.
  • Participate in the recruitment and training of new team members, ensuring they are well-prepared to meet company standards.
Requirements

We are looking for a candidate with proven experience in a customer care or customer service leadership role. You should have strong leadership and people management skills, with the ability to inspire and develop a team. Excellent communication and interpersonal skills are essential, as well as a solid understanding of customer care processes and best practices.

We offer a competitive salary, a comprehensive benefits package, and opportunities for professional development and growth. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

About Marlowe Fire & Security

We are a leading provider of fire and security solutions, operating nationally across all industries. Our solutions are developed according to the industries we serve, addressing their unique compliance requirements, supporting them in maintaining their sites security and protecting their people. We have a strong commitment to equality, diversity, and inclusion, and we strive to create a diverse, inclusive environment to encourage all our employees to be themselves.

We are an equal opportunities employer and welcome applications from all qualified candidates. If you require any reasonable adjustments to enable you to participate in the recruitment process, please inform us.

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