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Role: Customer Service Team Leader
Location: Reading (hybrid after probation)
Hours: 37.5 per week Mon-Fri between 8am-6pm (occasional Sat AM)
Salary: £36,000 + annual bonus + great benefits
This is an exciting opportunity for an experienced Customer Service Team Leader to join my growing clients team based in Reading.
Your role as a Customer Service Team Leader:
- You will be the primary escalation point for Customer Service Advisors
- Manage Team Workload and support CIC management team ensure optimum service in KPI and quality and required resource is maintained
- Lead, manage, motivate, and support a team of up to 15 by providing regular feedback on performance, providing coaching and development plans
- Ensure daily performance is maximized, and manage downtime
- Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognizing the contributions of individuals.
- Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.
- Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours
- Attend supplier reviews and daily interactions direct with client representatives at all levels up to exec if required
- Manage all colleague absence and attendance in line with all agreed processes
- Work with other teams to support and drive continual improvement of processes and ways of working
- Be a role model for the team within operations, demonstrating the business values at all times.
- Demonstrate the ability to provide flexibility to support both the business and line manager if required.
Essential, Skills, Knowledge and Experience you’ll need to be a successful Customer Service Team Leader:
- Ability to deal with challenging customers and dealers to reach positive outcomes
- Time Management - Ability to manage own time and workload effectively and efficiently.
- Proven ability to lead, coach and motivate a team
- Proven track record on delivering service initiatives and KPI’s
- Experience of communicating up to Exec level
- Demonstrated strong relationship building and management skills
- Good level of commercial awareness
- Planning, organising and prioritisation skills
- Understanding of and adherence to all FCA requirements
- Knowledge of consumer rights law and how to apply
Please follow the link to apply for this Customer Service Team Leader role based in Reading.
