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An exciting opportunity for a Customer Service Team Leader to work closely with the Customer Services Manager to provide direction, instruction, and guidance to an established customer service team, ensuring the delivery of excellent service to customers. This role involves a variety of responsibilities including training new staff, setting customer satisfaction goals to exceed customer expectations. This is an office based role very close to Cardiff centre with onsite parking.
You will be responsible for monitoring team performance, providing feedback, and motivating team members. Additionally, you will support in handling complex customer queries or complaints, ensuring a swift and effective resolution. Effective leadership in this position directly contributes to the overall success of the customer service department therefore a Customer Service leadership background is needed.
Key Duties and Responsibilities:
" To lead, motivate and support the UK customer services team to ensure a professional and courteous response to all customers.
" Enhance customer satisfaction by ensuring team members provide high-quality service.
" To ensure that orders are processed speedily and accurately through the system.
" To liaise regularly with Production Supervisors on availability of product to ensure that monthly company sales budgets/targets are achieved.
" Support in team management, including annual leave requests, overtime management and absence recording
" Maintain effective working relationships within the Department and other departments within the Company.
" To accurately process, monitor and progress all orders by all team members to meet specified delivery dates.
" To maintain the complaints procedure as outlined in the Quality Procedures manual.
" Support in arranging team training to allow continued development
" Enhance customer satisfaction by ensuring team members provide high-quality service.
" Foster a positive work environment that motivates team members to achieve goals.
" Suggest and implement new procedures to improve customer service quality.
Personal Qualities:
o Have a positive, dynamic personality with the ability to focus on the business objectives on a daily basis.
o Must be approachable at all times
o Have a calm but firm disposition
If you are an experienced Customer Service Team Leader please apply ASAP
