Customer Care Team Leader

4 weeks ago

Warwick, United Kingdom Auctoro Recruitment Full time

Customer Care Team Leader

We are working exclusively with a European leading organisation on the lookout for a Customer Care Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

As the leader of the Customer Care Team, you will be the internal face of their business. Your mission is to foster exceptional customer service while driving team performance. You’ll lead by example, inspiring the team to excel and maintain outstanding customer service both internally and externally. Your focus will be on developing team members to provide high-quality, technically competent advice to customers.

The team will support customers with their queries, which could be on warranty, quality or spares, to name a few. The aim of the department is to achieve first-pass resolution wherever possible. You’ll also organise daily team operations, oversee workload, and ensure continuous training on company products and applications. Additionally, you’ll drive process improvements, optimise existing technologies and collaborate with other departments to enhance the overall customer experience.

KEY RESPONSIBILITIES:

* Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement

* Ensure the team are trained to a level that they can give a first class response to the majority of enquiries but where this is not possible that processes are in place and followed in order to escalate the enquiry to higher level commercial or aftersales support in a manner that is a positive experience for the customer

* React and support the bigger team with daily workload at peak times and covering areas of high absence through taking calls, responding to emails and sales order processing through the relevant ordering systems

* Monitor orders and ensuring all blocked orders are pushed through to completion by the team. Proactively identify and advise of any issues, identifying solutions or alternative course of action.

* Ensure that orders are processed to a high degree of accuracy and in a timely manner meeting cut off times and ensuring the customer is aware of delays

* Ensure processes are in place and reviewed quarterly making sure best practice is followed

* Monitor and evaluate agent quality of calls and chats to ensure agents are meeting pre-defined quality criteria

* Conduct team meetings to update members on best practices and continuing expectations and sharing results ensure a clear agenda and actions shared and followed through

* Sets daily goals and motivates team to achieve these goals. Re-aligns goals during several check-ins throughout the day to track advisor performance

* Encourages the team to take ownership of tickets and resolve customer inquiries at first contact

* Ensure the team is adequately manned and absences planned so as not to affect customer service levels

* Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required

* Liaising with delivery companies to track orders and give accurate information to customers and support in regular meetings to highlight any issues or concerns

* Ensuring all authorisations are completed and information provided to support the authorisation process and attaching all supporting documentation to SAP to give full visibility

* Keeping accurate records of discussions or correspondence with customers by logging customer queries and complaints via internal systems and follow through to completion

* Produce KPI’s on team performance and work with the Customer Support Manager on critical analysis of the data taking action to improve where required

* Co-ordinate and attend customer meetings and provide relevant information ensuring information is shared and issues are highlighted, ensuring minutes are taken and shared and actions completed within the timescale agreed

* Liaise with the SIOP on stock allocation, ensuring good relationships and communication are maintained, and the team are identifying orders to be prioritised

* Ensure all administration is completed in line with Group, Company or Statutory requirements, including but not limited to:

* Acknowledge and resolve both written and verbal customer complaints promptly and respond to them within set time limits, systematically and fairly.

* Taking ownership and resolving queries in a timely and efficient manner.

* All discrepancies to be processed relating to logistics and raise concerns and ensure system notifications are triggered.

* Carrying out root cause analysis of repeat issues to get to establish the cause and put in corrective action through process change and training.

* Investigate and solve customer issues which may be complex or long-standing issues. Ensure all discrepancies are dealt with and entered onto the computer system.

* Escalate and communicate outstanding issues in a timely manner to the Customer Support Manager for support in expediting a solution

* Deputise for the critical duties of the Customer Support Manager in their absence

* Contribute to continuous improvement ideas throughout the team. Challenge ways of working to improve overall NPS score, reduce response times, queue times and resolution times across all channels

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent

  • Customer Care Team Leader

    4 weeks ago

    Warwick, United Kingdom CV-Library Full time

    Customer Care Team Leader We are working exclusively with a European leading organisation on the lookout for a Customer Care Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. As the leader of the Customer Care Team, you will be the internal face of their business. Your mission is...

  • Customer Care Team Leader

    12 hours ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Customer Care Team LeaderWe are working exclusively with a European leading organisation on the lookout for a Customer Care Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.As the leader of the Customer Care Team, you will be the internal face of their business. Your mission is to...

  • Customer Host Team Leader

    1 week ago

    Warwick, United Kingdom Compass Group Full time

    What you'll be doing: We're currently recruiting a dedicated Customer Host Team Leader to help ensure the smooth running of the operations in 14Forty on a full time basis, contracted to 40 hours per week. As a Customer Host Team Leader, you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress...

  • Customer Experience Leader

    3 weeks ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    About the RoleWe are seeking an exceptional Customer Experience Leader to join our team in Warwick. This is a fantastic opportunity to make a real impact on customer satisfaction and drive business success.As a key member of our team, you will be responsible for leading our Customer Care Team, ensuring they deliver exceptional service to our clients. Your...

  • Team Leader

    6 days ago

    Warwick, United Kingdom Atlas Hotels Full time

    **Hours**: 40** hours across 5 days per week** **Salary**:£10.79 per hour** **Atlas Hotels** is hiring a **Team Leader** right now at the **Holiday Inn Express Warwick - Stratford Upon Avon.** Have you got previous experience of leading a team in a customer service environment? Great! It doesn’t need to be in hotels - if you join our friendly,...

  • Care Team Leader

    1 week ago

    Warwick, United Kingdom Caretech Full time

    CareTech is a person-centred Care Company, which provides quality of care to children and adults. We enable children, young people and adults with complex needs to make their own life choices, and to develop confidence and independence to live, learn, thriveand engage, building a better future. We refer to this as Extraordinary Days, Every Day. **£500...

  • Team Leader

    1 week ago

    Warwick, United Kingdom Zoop Recruitment Full time

    We are opening a brand new Trampoline Adventure Park in Esher and are looking for fun and outgoing person to join our amazing team as Team Leader. **Reports to: - Operations Manager** The Team Leader provides day-to-day management of the park. They Support the OM by focusing on local sales and secondary revenue processes of the park whilst promoting the...

  • Aftersales Team Leader

    3 weeks ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical...

  • Aftersales Team Leader

    4 weeks ago

    Warwick, United Kingdom CV-Library Full time

    Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical...

  • Aftersales Team Leader

    1 week ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team Leader We are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team. Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical...

  • Team Leader

    7 months ago

    Warwick, United Kingdom Atlas Hotels Full time

    **Hours**: 40** hours across 5 days per week** **Salary**:£11.87 per hour** **Atlas Hotels** is hiring a **Team Leader **right now at the **Holiday Inn Express Warwick** Have you got previous experience of leading a team in a customer service environment? Great! It doesn’t need to be in hotels - if you join our friendly, enthusiastic and guest focused...

  • Aftersales Team Leader

    12 hours ago

    Warwick, United Kingdom Auctoro Recruitment Full time

    Aftersales Team LeaderWe are working exclusively with a European leading organisation on the lookout for an Aftersales Team Leader to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.Leading the Aftersales Support Team, this position will ensure exceptional customer service and technical support...

  • Team Leader

    1 week ago

    Warwick, United Kingdom Atlas Hotels Full time

    **Hours**: 16** hours across 5 days per week** **Salary**:£11.87 per hour** **Atlas Hotels** is hiring a **Team Leader** right now at the **Holiday Inn Express - Warwick** Have you got previous experience of leading a team in a customer service environment? Great! It doesn’t need to be in hotels - if you join our friendly, enthusiastic and guest...

  • Team Leader

    6 months ago

    Warwick, United Kingdom Atlas Hotels Full time

    **Hours**: 4**0 hours across 5 days per week** **Salary**:£13.30 per hour** **Atlas Hotels** is hiring a **Team Leader** right now at the **Holiday Inn Express Warwick** Have you got previous experience of leading a team in a customer service environment? Great! It doesn’t need to be in hotels - if you join our friendly, enthusiastic and guest focused...

  • Customer Care Advisor

    3 days ago

    Warwick, United Kingdom GEBERIT Full time

    You will be responsible for assisting our customers with product queries, including identification, product codes & compatibility. You will also be responsible for an account base, processing orders and assisting with availability, pricing, and general enquiries. **MAIN TASKS**: 1. To be the initial point of contact for queries coming into the Customer Care...

  • Customer Care Advisor

    1 week ago

    Warwick, United Kingdom Pertemps Network Group Full time

    **Job Description**: We are currently seeking a customer service professional to join our client based in Warwick on a 14-month FTC. The annual salary for this position will be £23,805. The hours are Monday to Thursday start between 8am till 1pm (1 of these days will be a 9-5.30 on a set day to be agreed). Friday is rotating 8am till 2pm and 10am till 4pm....

  • Customer Support Helpdesk Team Leader

    7 months ago

    Warwick, United Kingdom MSX INTERNATIONAL Full time

    **Customer Support Helpdesk Team Lead** **£29,500** **8,5 month fixed Contract** **Hybrid - Warwick** **Are you a good problem solver looking for a new opportunity?** **MSX International has the job for you!** MSX International is looking for a Customer Support Helpdesk Team Lead to join our busy team at Jaguar Land Rover in Gaydon. The Customer...

  • Team Leader

    7 months ago

    Warwick, United Kingdom Warwick Castle Full time

    What you'll bring to the team: Fancy helping us to unleash over 1000 years of excitement, discovery and jaw dropping unique experiences for our guests? Come work at our castle as a Retail Team Leader and start your greatest adventure! This is an exciting role, and we are looking for someone who can ensure the smooth daily running of the retail gift shops,...

  • Retail Team Leader

    7 months ago

    Warwick, United Kingdom Warwick Castle Full time

    Roles & Responsibilities: Fancy helping us to unleash over 1000 years of excitement, discovery and jaw dropping unique experiences for our guests? Come work at our castle as a Retail Team Leader and start your greatest adventure! This is an exciting role, and we are looking for someone who can ensure the smooth daily running of the retail gift shops, drive...

  • Marquee Crew Team Leader

    1 week ago

    Warwick, United Kingdom Jark PLC Full time

    My client, a specialist in providing luxury tents and marquees is looking to recruit a Team Leader to join them as the business is starting to grow. You will be responsible for managing small teams who install and dismantle tents and marquees across the region. The main responsibilities of the role include - Lead and Manage your team - Attend customer...