Customer Service Operations Lead

4 weeks ago


Newmarket, Suffolk, United Kingdom Swift Recruitment Full time

About This Opportunity:

At Swift Recruitment, we are seeking a dedicated and customer-centric leader to oversee our customer service operation and drive exceptional service delivery. As Customer Service Operations Lead, you will be responsible for leading a high-performing team, fostering a positive and motivated work environment, and ensuring a seamless customer experience.

Responsibilities:

  • Lead, coach, and develop a high-performing customer service team, focusing on customer satisfaction and employee growth.
  • Set clear customer service goals, develop effective strategies, and measure performance against key metrics.
  • Recruit, interview, and hire qualified customer service representatives, emphasizing customer-centric skills and knowledge.
  • Conduct performance reviews, provide coaching, and feedback to improve team skills and knowledge, driving continuous growth and improvement.
  • Analyze customer feedback, identify trends, and implement improvements to address customer needs and concerns, ensuring a positive customer experience.
  • Develop and maintain customer service protocols, procedures, and knowledge base resources, ensuring efficient and timely resolution of customer inquiries and complaints.
  • Escalate complex customer issues to the appropriate departments, ensuring customer satisfaction with resolutions and driving continuous improvement.
  • Monitor customer service operations, identifying opportunities for improvement and collaborating with other departments to ensure a seamless customer experience.
  • Stay up-to-date on industry best practices and trends in customer service, applying knowledge to drive continuous improvement and growth.

Requirements & Skills:

  • Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
  • Minimum 2 years of experience in a customer service leadership role, with a proven track record of success in building and motivating high-performing teams.
  • Strong understanding of customer service principles and best practices, with excellent communication, interpersonal, and conflict resolution skills.
  • Ability to prioritize multiple tasks, manage time effectively, and drive continuous growth and improvement.


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