Customer Service Team Leader

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.