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Customer Service Team Leader

CCA Recruitment Group
Posted 15 days ago, valid for 7 days
Location

Reading, Berkshire RG31 7EN

Salary

£36,000 per annum

Contract type

Full Time

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Sonic Summary

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  • The role of Customer Service Team Leader is available in Reading with a salary of £36,000 plus annual bonus and benefits.
  • Candidates should have experience in a similar leadership position, ideally managing a team of up to 15 members.
  • The position involves being the primary escalation point for Customer Service Advisors and ensuring optimal service delivery against KPIs.
  • Key responsibilities include motivating the team, managing workloads, and promoting a culture of innovation and continuous improvement.
  • The role requires strong relationship-building skills and the ability to communicate effectively at all levels, including executive management.

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.

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