Customer Service Team Leader

5 days ago


Rugby, United Kingdom Optima UK Full time

**Job Title**:Customer Service Team Leader**

**Location: Rugby**

**Salary: £24,000 - £27,000**

**The Role**:
To provide our customers a first-class, high-quality sales and service experience while supporting all areas of the business but with particular reference to Sales, Business Development, Account Management, Production and Operations Teams. This role will be critical in allying a world class product with best-in-class customer service, retentions and growth.

**Main Duties and Responsibilities**
- To ensure a smooth operation of the department in the absence of the Customer Service Manager.
- Development, coaching and day to day operational management of the team.
- Ensuring that all SLA’s and KPI’s are adhered to and corrective action taken to address and issues with individual team performance.
- Provide a knowledge base of commercial/SAP best practice for other members of the team to use and develop.
- Drive process improvement and strive to increase customer satisfaction while reducing complexity.
- Drive increased profitability through first class customer service and retentions and up-skilling customer service and inside sales advisors.
- Lead on new engagement initiatives with a particular emphasis on online and digital solutions i.e. eshop/ webchat
- In conjunction with the UK Managing Director and Senior Leadership Team help drive the growth strategy.
- Drive and participate in companywide continuous improvement activities and communications programmes.
- Participate in stocktakes as required.
- Provide cover for direct reports as required.
- Have a defined training plan and execute on an individual level.

**Essential**:

- Significant experience in a complex Customer Care/ Service/Engagement environment
- A demonstrable track record of process improvements and business efficiencies
- Experience in managing, mentoring and developing a customer service team
- Project management experience with demonstrable experience of driving customer services initiatives.
- Demonstrable track record of working to KPIs and targets.
- Strong knowledge of operational processes and systems.
- Experience of ASM or KAM and CRM
- Intermediate IT knowledge (Excel, Word, Outlook)
- 5 GCSE (or equivalent) passes at C or above including English and Maths.
- Driving licence

**Personal Characteristics**:

- Excellent verbal and written communication skills.
- Attention to detail.
- Customer Champion.
- Commercial focused.
- Able to drive engagement and satisfaction
- Solutions orientated with ability to analyse, creatively problem solve and follow through.
- Self-starter who can work under own initiative.
- Can-do attitude.
- Comfortable working in a fast-paced environment.
- Highly ethnical and acts with honesty and integrity.
- Flexible and adaptable.
- Strong team spirit.
- Positive & proactive.

INDPROF

**Salary**: £24,000.00-£27,000.00 per year

Schedule:

- 8 hour shift



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