Customer Service Team Leader

**Role**:Customer ServiceTeam Leader - Sports, Festivals & Events

**Based**:Royal Tunbridge Wells, Kent

**Salary**:Competitivebasic, bonus & benefits

Our client is a world leader in the Event Badges, ID Cards, Access Wristbands and accreditation software sector and has been servicing high profile international sporting events, festivals, conferences, colleges, and large security establishments for over 30 years.

Their Customer Services team requires both dynamic and structured leadership in an ever evolving and complex world. Its team are busy serving two brands that specialise in prestigious and varied events - ranging from festivals to those in the Public Sector.

They predominantly serve the events industry and timing is everything. As Customer Service Team Leader a cool, calm and organised approach when under pressure and tight time constraints will be essential, along with a positive attitude and sense of humour.

The Customer Services team forms a new and evolving part of the business; the heartbeat of communication and customer focus. The team are a blend of being the face of the business, whilst also being stewards of high quality information and order processing - ensuring everything is right first time before going into its production and procurement processes.

**Primary Purpose**:

- Leading the Customer Service function
- Developing the team
- Process improvement
- Order processing/ workload management
- Service & complaints escalation

**Key Responsibilities**:

- Dedicated to meeting the expectations and requirements of both internal & external customers
- Taking receipt of all requests for order placement and data management
- Compiling relevant data and providing weekly/monthly reporting on performance at a local, functional and business level
- Providing analysis and recommendations where targets have not been met
- Ensuring workload is evenly balanced across the team and recommending changes if needed
- Ensuring correct staffing (volume / skills) and managing recruitment and development of the team members
- Training new joiners to a high standard, bringing them into the team and monitoring performance during the training and probation period
- Supporting team performance by undertaking activity as required covering other team roles during absence or during peaks in demand
- Act as escalation contact and trouble shooter in case of operational problems
- Execute, coordinate & optimize customer services, in order to deliver expected productivity and quality targets
- Initiate, lead and support improvement initiatives
- Ensure timely and efficient problem solving
- Liaise with all key stakeholders within the organisation to develop robust relationships
- Optimising the order processing - ensuring links with sales and operations are balanced
- Engaged and proactive in the complaints management process - root cause and resolution
- Outbound shipment tracking and tracing - issue resolution/ POD provision
- Any other tasks that arise as necessary in support of the company’s aims and needs

**Experience/ Core Skills**
- 5 years in Customer Service or customer focused role
- Good understanding of the operational processes
- Knowledge of SAGE - advantageous, but not essential
- Due to extreme seasonality of the business, flexibility and additional hours would be required at times
- At least 3 years of experience in working on similar position
- Reporting & analysis skills
- Patient and flexible, organized and very positive attitude
- Strong customer focus and team focus
- Eager to improve processes with the team support
- While not customer-facing, this key role directly impacts on a customer’s experience

You will be surrounded by a diverse group of enthusiastic, energetic and fun-loving people who work hard but balance this with ample opportunity to enjoy being part of a successful team in industries that foster a naturally social environment.

The industries they serve are fast paced, dynamic and challenging at times, so a zest for meeting this head on is imperative. They support each other through leadership, great communication, teamwork and togetherness.

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£40,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Tunbridge Wells: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 3 years (preferred)

Work Location: One location

Reference ID: TMS/Jan/IDC