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Permanent
Kettering based office - Hybrid working
11.30am - 8pm - Monday to Friday (37.5 hrs pw)
27,500pa - 30,000pa
Start date: 7th April
Our client, a successful property services company based in Kettering, are looking for a Team Leader to join their large, busy team. You will play a key role in performance management, delivering exceptional customer service, working collaboratively and supporting your team. Please note that this role is a fixed 11.30am to 8pm shift (no movement) but for the first 3 weeks of training will be daytime (roughly 9am to 5.30pm). You will be required to be in the office in Kettering for at least 2 half days per week.
The key responsibilities for a Customer Service Team Leader:
- Manage a team of booking coordinators who are working on an inbound and outbound basis to book appointments for customers
- Ensure your team meet productivity, income and customer service level targets
- Ensuring SLA agreements are met through excellent customer care, communication and presentation
- To provide an efficient, effective and professional telephone service to all customers
- Maintain excellent internal relationships
- Use management information to drive performance
- Deliver feedback and coaching to your team, and be confident in performance management (including probation reviews, performance improvement plans and conducting disciplinaries)
- Resolving issues at first point of contact
- Contributing to a supportive and positive team culture
The requirements of a Customer Service Team Leader:
- Customer service and telephony experience essential
- Experience managing high performing teams in a contact centre environment essential
- Use of CRM systems and good with IT (MS Office)
- Previous experience dealing with complaints and difficult customers
- Understanding of HR processes
- Confidence in performance management, but also great at teambuilding and motivating
- PLEASE NOTE: Must be able to pass a DBS and Credit Check with no criminal records, IVAs, CCJs or bankruptcies
Benefits of working at a Customer Service Team Leader:
- Great opportunities
- Hybrid working
- Flexible benefits scheme - Gym membership, discounts on high-street stores, healthcare cash plan
Interested?
Please apply below.
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