Customer Service Team Leader

18 hours ago


Manchester Greater Manchester, United Kingdom CV-Library Full time
Job Title: Customer Service Team Leader

We are seeking a highly skilled Customer Service Team Leader to lead our Service Desk team and oversee customer support activities in Manchester. The ideal candidate will have a strong background in managing customer service teams, experience with ticketing systems, and excellent analytical and problem-solving skills.

About the Role:
• Manage the customer support advisors and provide daily support.
• Ensure that requests are handled efficiently and professionally and are escalated to the right resolver group.
• Oversee the logging and management of issues via the Service Management Tool, ensuring they are addressed in a timely and effective manner.
• Act as the first point of contact for customers, managing incoming inquiries, resolving complex issues as and when required.
• Oversee team performance in handling initial contacts and inquiries.
• Provide prompt and effective responses to customer queries and issues.
• Collaborate with team members and departments to resolve customer issues efficiently.

Requirements:
• Minimum of 1-2 years in a customer support leadership role, ideally in a Service Desk or IT helpdesk environment.
• Familiarity with ticketing systems such as Zendesk or Freshdesk, and IT troubleshooting experience is desirable.
• Understanding of GDPR and data protection regulations (desirable).
• Strong analytical and problem-solving skills with a customer-focused mindset.

About Us:
ECS Recruitment Group Ltd is an Employment Agency providing expert recruitment services to various industries.

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