CUSTOMER SERVICE TEAM LEADER

Customer Service Team Leader

Location: Poole, Dorset

Salary:£32,000 per annum

Hours: Monday - Friday 8.00am - 5.00pm

We are seeking a highly motivated and results-oriented Customer Service Team Leader to join a dynamic team at a leading manufacturer of commercial and residential goods. As a Team Leader, you will be responsible for leading and supporting a team of Customer Service Representatives while ensuring exceptional customer service and achieving key performance indicators.

Main Responsibilities:

Team Leadership:

• Lead, motivate, and mentor the Customer Service team.
• Conduct team meetings, provide regular feedback, and identify areas for improvement.
• Coach and develop team members to enhance their skills and knowledge.

Customer Service Excellence:

• Handle complex customer enquiries and complaints effectively and efficiently.
• Ensure all customer interactions are handled professionally and empathetically.
• Proactively identify and resolve customer issues.
• Build and maintain strong customer relationships.

Operational Management:

• Oversee daily team operations, including order processing, order tracking, and returns management.
• Monitor team performance against key metrics (e.g., customer satisfaction, call handling times).
• Analyse customer data and identify areas for improvement in service delivery.
• Ensure compliance with all relevant company policies and procedures.

Product Knowledge:

• Develop and maintain in-depth knowledge of the full product range.
• Provide accurate and informative product advice to customers and team members.
• Identify opportunities to upsell and cross-sell products.

System & Process Improvement:

• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Provide system support and training to team members.
• Maintain accurate records and data.

Skills/Experience Required:

• Minimum 2 years of experience in a fast-paced call centre or customer service environment.
• Proven experience in a team leadership or supervisory role.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong customer service orientation with a focus on exceeding customer expectations.
• Proficiency in Microsoft Office Suite.
• Experience with CRM systems is advantageous.
• Ability to work under pressure and meet deadlines.
• Strong analytical and problem-solving skills.

In return for your hard work and commitment, our client offers great benefits, including:

• Great team culture, within a supportive, stable and progressive business.
• Competitive holiday allowance.
• Pension scheme.
• Free parking.
• External benefits and reward scheme.
• Generous staff discount.

Work in a dynamic and supportive team environment.