Housing Customer Service Team Leader
2 weeks ago
Do you have a passion for delivering exceptional customer centric services?
A supportive management style from the Customer Services Manager
.We’re looking for a Customer Service Team Leader to manage and oversee the daily operations of our Customer Service and Engineer Teams
.You’ll ensure they meet their KPIs across our software portfolio while delivering outstanding service to both customers and the business. If you’re proactive, organised, and dedicated to creating a positive customer experience, we’d love to hear from you
s:As the Customer Service Team Leader, you wil
l:Manage and Onboard Staf f: Lead the onboarding process for new customer service and engineering team members, providing structured plans and regular review
Customer Onboarding Oversigh t: Ensure smooth onboarding of customers, supporting the Customer Support and Training Specialists (CSTS) to follow correct processe
Monitor and Support Line 2 Operation s: Maintain appropriate staffing, monitor calls and inbox activity, and assist with Business as Usual (BAU) and Hx suppor
Serve as the initial support point for team members on-site and during remote session
Manage Customer Queries and Escalation s: Act as the primary contact for customer escalations and complaint
Approval of Staff Request s: Assess and approve/decline expense claims, leave requests, and time in lie
Support ISO Complianc e: Ensure accurate completion of Netsuite cases in line with ISO requirement
Conduct Service Review s: Organize regular service reviews with key customers and liaise with internal teams for ongoing developmen
Support Customer Succes s: Assist the team in generating leads, supporting renewals, identifying upsell opportunities, and managing account
u:Experience in Customer Service and Team Leadersh ip we are expecting team leadership experience as a MUS
T Strong Organizational Skil ls with a proactive approach to resource management and KPI achieveme
onProblem-Solving Abili ty to handle service issues and internal development reques
A salary up to £31,000 + fuel expenses, pension + holidays and career developme
Ready to lead a dynamic team and elevate our customer service to the next level? Apply now to join us as our Customer Service Team Lead
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