Customer Service Team Leader/Manager- Barnoldswick- up to £50k per annum(12 moth FTC with a view to a permanent role for the perfect candidate)Salary £40-50k doe plus £10k bonusHours Full Time, 37 hours between Monday to Friday 8.30-5:00Location Hybrid 3 days office based Barnoldswick (free parking)Axon Moore is delighted to be representing a market leading Manufacturer based in Barnoldswick in the search for a hands-on people focused Customer Service or Sales Team Leader/Manager to join an established team on an initial 12-month contract.The ideal candidate for this role: -Will have a passion for customer service, excellent leadership skills, and a proven track record of managing a successful customer service or sales department. This role will involve both process, structure and a people focus, managing a long serving established team. We are looking for a real people person who looks after hearts and minds.This journey will be an exciting one and the chosen candidate will have exposure to a super, high growth business with a dedicated, supportive and happy senior management team.Key Responsibilities: Team Leadership & Management

Lead and manage the customer service team to deliver a first-class customer experience and ensure consistently high levels of customer satisfaction
Train, mentor, and develop the team
Conduct regular performance reviews and 121s

Customer Experience

Handle escalated customer complaints
Ensure the team provide timely and effective resolution of customer issues, working within service level agreements
Implement and review NPS customer satisfaction tools to improve service

Policy and Procedure Development:

Develop and implement customer service policies and procedures
Ensure the team adheres to company policies and standards
Continuously improve service procedures to enhance customer experience

Performance Monitoring and Reporting:

Monitor and analyse customer service performance metrics such as call quality, KPIs
Prepare and present regular reports on customer service performance
Use data to identify areas for improvement and implement changes

Collaboration and Communication:

Work closely with other departments to ensure a seamless customer experience.
Communicate effectively with team members and other stakeholders.
Foster a positive and collaborative work environment.

Skills and Experience Required:

Proven experience in a similar role
Strong leadership skills to motivate and guide the customer service team
Ability to drive change and influence others

If you are looking to work for a brand leader and have what it takes to deliver an exceptional service to both clients and colleagues, then this is the role for you!Send you CV to or call me on if you have any additional questions ?? Good luck with your application!Victoria

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