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Customer Service Team Lead

2 months ago

Guildford UK, Surrey, United Kingdom Damia Group Full time

Customer Service Team Leader - £30,000

Location: Guildford, Surrey

Contract: Full Time

Job Summary

My client is looking to recruit a Customer Service Team Leader.

The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.


Responsibilities / Duties

  • Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
  • Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a client Technical Engineer to carry out the work
  • Manage the jobs allocated to service agents to ensure appointments have been booked with customers
  • Document all call information according to standard operating procedures
  • Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
  • Manage jobs and invoices to close off outstanding work through the process of payments to finance
  • Arrange collection of parts after job with warehouse and engineers
  • Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders
  • Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
  • Support the company promotions by keeping the data up to date
  • Provide customers with product and service information
  • Support training administration for engineer training days
  • + other ad hoc duties


Skills/ Experience

  • Worked in a call centre environment
  • Experience working with Microsoft Office Excel and other MS Programs
  • Highly motivated and pro-active
  • Customer focused with excellent customer service
  • Previous team leader experience
  • Strong organisation skills
  • Willing to learn new processes and adapt to changes
  • Pay attention to detail
  • Must be able to communicate at all levels and be a team member
  • Strong Communication and Listening Skills
  • Ability to Work as a Team and Individually


Benefits

  • 22 days holiday, rising for long service
  • Free on site parking
  • Private health care after two full calendar years
  • Employee benefit scheme


Customer Service Team Lead - Guildford - £30,000