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Job Title: Customer Relations Team Leader
Location : Redhill
OFFICE BASED, FULL TIME
Salary £32000 plus good benefits
Job Description:
My client is seeking a dynamic and motivated individual to lead our team in delivering exceptional service and maintaining high standards. The successful candidate will be responsible for inspiring team members to achieve both team and organizational objectives.
Key Responsibilities:
- Leadership and Motivation: Inspire and guide team members to enhance service quality and meet organizational goals.
- Performance Monitoring: Oversee staff performance, conduct monthly evaluations, and support the professional growth of team members by identifying and addressing training needs.
- Referral Point: Serve as a key contact for team members, collaborating with subject matter experts to manage escalated complaints and provide constructive feedback.
- Process Improvement: Evaluate current procedures and processes to identify areas for enhancement in complaint handling and implement effective changes.
- Role Model: Encourage and motivate team members, embodying the department's mission, vision, and values.
- Customer Feedback Management: Address customer survey responses promptly, ensuring appropriate resolutions are provided.
- Workflow Management: Organize and manage daily team workflow to ensure efficient turnaround times in accordance with department SLAs.
- Issue Investigation: Collect information and investigate the root causes of issues affecting customer experience.
- Complaint Resolution: Handle and resolve escalated complaints from Stellantis Financial Services customers, retailers, or brands, coordinating with other department managers as necessary.
