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Customer Services Team Leader

1 month ago

Chorley, United Kingdom GK Recruitment Ltd Full time

Do you thrive in Customer Service Delivery:

  • Do you have a passion for delivering exceptional customer centric services?
  • Do you enjoy leadership - managing and motivating a team?
  • Enjoy the cut and thrust of daily operations, arranging your teams responsibilities.



If the answer is YES - WE WANT TO HEAR FROM YOU

.

We can offer: a salary up to £31,000 + fuel expenses + company benefits.

A supportive management style from the Customer Services Manager

.Career opportunitie

sA high level of job satisfaction

An opportunity to work on health-tech and make a difference to peoples healt

h

We’re looking for a Customer Service Team Leader to manage and oversee the daily operations of our Customer Service and Engineer Teams

.You’ll ensure they meet their KPIs across our software portfolio while delivering outstanding service to both customers and the business. If you’re proactive, organised, and dedicated to creating a positive customer experience, we’d love to hear from you



Key Responsibilitie

s:As the Customer Service Team Leader, you wil

  • l:Manage and Onboard Staff: Lead the onboarding process for new customer service and engineering team members, providing structured plans and regular review
  • s.Customer Onboarding Oversight: Ensure smooth onboarding of customers, supporting the Customer Support and Training Specialists (CSTS) to follow correct processe
  • s.Monitor and Support Line 2 Operations: Maintain appropriate staffing, monitor calls and inbox activity, and assist with Business as Usual (BAU) and Hx suppor
  • t.Provide First-Line Support: Serve as the initial support point for team members on-site and during remote session
  • s.Resource Management: Ensure full team utilization and manage schedule
  • s.Drive Department KPIs: Oversee day-to-day KPIs, ensuring targets are consistently me
  • t.Manage Customer Queries and Escalations: Act as the primary contact for customer escalations and complaint
  • s.Approval of Staff Requests: Assess and approve/decline expense claims, leave requests, and time in lie
  • u.Support ISO Compliance: Ensure accurate completion of Netsuite cases in line with ISO requirement
  • s.Manage Recruitment and Training: Oversee the recruitment process and create a team training matrix to identify and address skill gap
  • s.Conduct Service Reviews: Organize regular service reviews with key customers and liaise with internal teams for ongoing developmen
  • t.Support Customer Success: Assist the team in generating leads, supporting renewals, identifying upsell opportunities, and managing account

s.What we expect from yo

  • u:Experience in Customer Service and Team Leadership we are expecting team leadership experience as a MUS
  • T Strong Organizational Skills with a proactive approach to resource management and KPI achieveme
  • ntExcellent Communication Skills for customer escalations, team guidance, and interdepartmental coordinati
  • onProblem-Solving Ability to handle service issues and internal development reques
  • tsKnowledge of ISO Requirements will be a benefit, but not essentia


l.
Benefits: A salary up to £31,000 + fuel expenses, pension + holidays and career developme

nt.Ready to lead a dynamic team and elevate our customer service to the next level? Apply now to join us as our Customer Service Team Lead



er