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Customer Care Team Leader

2 months 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 and Security. As a key member of our customer service operations, 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
  • Team Leadership: Lead, mentor, and motivate a team of customer care representatives to achieve and exceed performance targets.
  • Customer Escalations: Handle customer escalations and complex queries, providing solutions and ensuring customer satisfaction.
  • Performance Monitoring: Monitor team performance through KPIs and provide regular feedback and coaching to drive continuous improvement.
  • Process Improvement: Develop and implement strategies to enhance customer care processes and increase efficiency.
  • Collaboration: Collaborate with other departments to resolve issues and improve overall customer experience.
  • Reporting: Prepare and present regular reports on team performance and customer feedback to senior management.
  • Compliance: Ensure compliance with company policies and procedures, maintaining a high level of professionalism and integrity within the team.
  • Recruitment and Training: 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: Proven experience in a customer care or customer service leadership role.
  • Leadership Skills: Strong leadership and people management skills, with the ability to inspire and develop a team.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to handle difficult situations with tact and professionalism.
  • Customer Care Knowledge: Solid understanding of customer care processes and best practices.
  • Technical Skills: Proficiency in using customer service software and tools.
  • Problem-Solving: A problem-solving mindset with a focus on delivering positive outcomes for customers.
  • Self-Motivation: Self-motivation, with a proactive approach to workload.
  • Analytical Skills: Analytical in approach, with the ability to handle multiple priorities with a structured approach.
What We Offer

We offer a competitive salary, a comprehensive benefits package, and opportunities for professional development and growth. If you are a motivated and experienced customer care professional looking for a new challenge, please submit your application.