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Customer Resolutions Team Leader
Loughborough
28,000 - 32,000
Are you a problem-solver with a passion for outstanding customer service?
As a Product Specialist & Customer Resolutions Team Leader, you'll handle escalated aftersales issues, investigate concerns, and ensure efficient resolutions while supporting the wider team. With strong leadership and conflict resolution skills, you'll drive customer satisfaction.
Description of the role:
- Supervise and mentor a team of customer support representatives, providing guidance and support.
- Assist in the smooth running of the department, working closely with senior team members.
- Handle escalated customer complaints and technical issues, ensuring thorough investigation and resolution.
- Train team members on effective conflict resolution and customer interaction techniques.
- Identify opportunities to enhance customer service and implement improvements.
- Work closely with management to address customer feedback and refine processes.
About you:
- Minimum of 2 years' experience in a leadership role within customer support or service.
- Strong conflict resolution skills with the ability to remain calm and professional.
- Excellent communication and interpersonal skills to lead and motivate a team.
- Organisational and time-management abilities, with experience handling multiple priorities.
- Willingness to develop in-depth product knowledge to support technical issue resolution.
- Experience with CRM systems and customer support software is an advantage.
If you are a proactive leader with a customer-focused mindset and a passion for problem-solving, we'd love to hear from you!
