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- Oversee the daily operations of the customer service team, ensuring KPIs and SLAs are consistently met, with a customer-first approach.
- Manage and supervise a team of customer service representatives, providing clear guidance, support, and constructive feedback.
- Analyse customer feedback and service metrics to identify trends and areas for improvement, implementing solutions to enhance customer satisfaction and loyalty.
- Handle escalated customer concerns with professionalism and efficiency, ensuring prompt resolution.
- Develop and execute training programs to up-skill team members and promote a culture of continuous improvement.
- Collaborate with internal departments to streamline processes and improve the overall customer experience.
- Support inbound sales opportunities as part of the role, converting inquiries into satisfied customers.
- Proven experience in a customer service management role or similar, with at least one year of team management experience.
- Strong interpersonal and leadership skills, with the ability to coach, train, and motivate team members effectively.
- Excellent phone etiquette and strong verbal, written, and interpersonal communication skills.
- Exceptional organisational and multitasking abilities, with meticulous attention to detail.
- A strong understanding of technology and the components of a PC.
- Some sales experience, with the ability to handle inbound sales inquiries confidently.
- 25 days of annual leave.
- Free on-site parking and EV charging.
- Complimentary fruit and toast.
- Regular free lunches, social events, and team-building activities.
