Customer Service Team Leader
1 day ago
**Customer Service Team Leader**
**South Wigston**
**£26,000+ DOE**
**Hybrid & Office based (flexible, 9-5pm)**
A global e-commerce business who have gone through phenomenal growth since opening their UK offices 5 years ago, are now looking to add an experienced Customer Service Team Leader to their busy service team.
**Responsibilities of the Role**:
- Line manage and coach a team of Customer Service Advisors
- Deliver the front line and back-office function as well as ensuring SLA’s are met
- Evaluate team performance consistently, implement and identify improvements
- Take ownership of monthly 1-2-1’s with your team of Customer Service Advisors, analysing individual and team performance to implement improvement strategies
- Create weekly and monthly reporting to show progress against SLAs.
- Be able to get stuck in, when absences occur and ensure day to day operations are continuously met by stepping in stepping up when required
- Dealing with customer escalations and complaints
- Support the recruitment process for Customer Service
- Deputise when needed for Customer Service Manager
**Requirements of the role**:
- 2+ years’ experience in a Senior Customer Service or Team Leader role
- Experience within the distribution sector on a large volume scale.
- Salesforce experience
- IT Literate (Excel/Google Sheets)
- PC literate - particularly in Excel / Google Sheets.
- Good eye for detail when dealing with numerous tasks simultaneously.
- Ability to remain calm and deal courteously with people whilst working under pressure.
- Enthusiastic, a self-starter and an influencer in getting teams engaged.
- Ability to multi-task effectively in pressurised situations.
- Ability to demonstrate that they can move between supervising and doing as the role requires.
Interested? Please click apply
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