Customer Service Team Leader

Fantastic opportunity to join a well-established technology business in Coventry as a Customer Service Team Leader! You must have 2+ years customer service team leader/manager experience, in a busy B2C environment and a track record of leading people and will be known for engaging, motivating and leading by example.

Up to 31,000 per annum
Monday to Friday 9am - 5.30pm (Hybrid working minimum 3 days in the office)
Parking on site
25 days annual leave, plus a day off for your birthday
Worldwide Travel Insurance
Group Income Protection Insurance

Main Duties;

• Responsible for leading the Customer Support Team
• Engage and inspire those you lead to achieve their goals & key company KPI`s
• Be an influential coach, mentor and help drive the development of those around you
• Understand people and can effectively manage expectations
• Provide help and advice to customers using our products
• Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do
• Keep accurate records of discussions or correspondence with customers & staff
• Creating and implementing reports and providing KPI`s analysing the customer service levels and identify trends to report back to
• Ensuring that all staff always stay at the correct level of training and be a part of the training process
• Challenge the status quo to do things better, continuously assess processes and potential improvements
• Able to implement efficiency projects within customer support and support the rest of the business with larger cross-departmental projects
• Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible

Person Specification;

• Leadership experience with a confident attitude
• Process improvement, coaching and developing people
• Effective and confident in communicating and building relationships at all levels - internal and external stakeholders
• Great problem-solving skills
• Possess high attention to detail
• Educational qualifications to support the ability to analyse data
• Computer literate (MS office applications specifically; high standard of Excel skills and ERP system experiences ideally SAP)
• If interested in this role and you have relevant experience, please click APPLY NOW a member of the team will be in touch if successful.