Customer Service Lead

2 weeks ago


Northfleet, Kent, United Kingdom Euro London Appointments Full time
Job Overview

Take on a challenging role as Customer Service Manager with Euro London Appointments, where you will oversee multiple customer service teams and drive performance. We are seeking a proactive leader to ensure a high level of satisfaction across our client's operations.



About the Role

As the Customer Service Manager, you will be responsible for managing the customer service function, leading multiple teams and team leaders to success. Your focus will be on setting clear performance metrics, providing hands-on coaching, and ensuring the seamless resolution of customer issues.



Key Responsibilities

  • Oversee and manage the customer service teams, driving performance and accountability.
  • Establish KPIs, clear team goals, and daily objectives to ensure operational excellence.
  • Provide ongoing training, coaching, and development to team members to support continuous improvement.
  • Investigate customer complaints, identify root causes, and implement effective solutions to avoid recurrence.
  • Conduct regular appraisals and performance reviews, fostering a culture of growth and achievement.


Requirements

  • Proven experience in a goods-based customer service role.
  • Strong management experience, with a track record of successfully leading customer service teams.
  • Proficient in Microsoft Office (Outlook, Excel, Word).
  • Target-driven and comfortable working in a fast-paced, high-pressure environment.
  • Experience in setting KPIs and driving team performance.
  • Advantageous but not essential: Knowledge of SAP, fluency in French, Spanish, or Portuguese.


Benefits

  • Competitive salary of £48,000 - £54,000, plus annual bonus.
  • 25 days of holiday, plus bank holidays.
  • Life insurance coverage.
  • Excellent company pension scheme.
  • A wide range of additional benefits and perks.


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