Customer Service Team Leader

My client is looking for an experienced Team Leader to join a busy and fast paced customer service team. The role will be providing support to the Customer Service Manager, deputising in their absence and assisting in the management and mentoring of the Customer Service Team.

The successful candidate will have extensive customer service experience and will have worked in a similar Team Leader capacity.

Key responsibilities

• Taking customer inbound calls providing pricing, guidance and advice on the products.
• Responding to customer emails accordingly.
• The accurate processing of orders, quotations, debit notes and credit notes.
• Managing and the monitoring of returns.
• Maintaining data and databases.
• Management of departmental mailboxes & workloads.
• Identifying opportunities to upsell products.
• Providing details of current offers and promotions to customers and the team.
• Liaising with the marketing department for outbound campaigns/offers and website queries.
• Liaising with Field Sales Team daily regarding customer requirements and potential sales opportunities.
• Uploading of the daily back-order report into a central location.
• Management of back orders and regional area alongside the Field Sales Team.
• Ongoing system support for junior members of the team.
• Communication of process changes and product information.
• Providing product information and data sheets to customers as requested.
• Telephone call support - Understanding when to step in if needed and the taking over a difficult call from a junior member of staff.
• Production and maintenance of training and support documents as necessary.
• Coaching and development of the team.
• System/product training & support.
• Conducting Team/121 Meetings as and when necessary.
• Providing constructive feedback and solutions to the team when required.
• Ad hoc Daily/Weekly report creation.

Deputising for the Customer Service Manager

• Managing customer complaints in the absence of the departmental Manager.
• Providing company updates and process changes in the absence of the departmental Manager.
• Managing sickness and logging into the HR system in the absence of the departmental Manager. Leading by example and creating a positive environment.
• Producing weekly/daily Rota’s in the absence of the departmental Manager.
• Management of back orders updating customers accordingly, assisting colleagues with their back order management as and when necessary or delegating this out to the team in the absence of the departmental Manager.
• The handling of confidential information in the absence of the departmental Manager.
• Making informed decisions in the absence of the departmental Manager.

Required experience

• Previous experience of a fast-paced Sales & Customer Service centre (Min 2yrs)
• Competent with Microsoft Office.
• Team player with a proactive approach.
• Excellent communication skills both written and verbal.
• Able to work under pressure & working to strict deadlines.
• Ability to work on own initiative as well as part of a team.
• Experience with processing systems would be advantageous.
• Previous team support/senior role would be advantageous.
• Ability to maintain and promote a professional and positive approach.

Monday to Friday - office based role