Customer Service Team Leader

We are recruiting for an experienced Customer Service Team Leader to join a family run company based in the Swindon area.

This is a great opportunity to work with an organisation that values its employees and encourages growth and career progression.

We are looking for an individual who has proven experience of leading a team in a Customer Service environment.

Details of the Customer Service Team Leader role:

• Salary 29-30K, dependent on experience
• Other benefits include Pension, Health & Wellbeing Programme, Employee Discounts & Company Events
• Permanent role
• Working hours are Monday to Friday, 9am-5.30pm

Duties & responsibilities for the Customer Service Team Leader role include:

• Managing a team of 4 Customer Service Advisors
• Build and maintain relationships with key customer personnel
• Creating weekly/monthly slides & presenting weekly KPI Meetings
• Involvement in & management of Ad Hoc Customer Projects
• Provide first line customer support and escalation to resolve service issues
• Liaise with internal teams to support in the smooth running of the operation
• Oversee the daily cover and workload, delegating tasks within the team where required and manage ongoing training & progression of team
• Ensure adherence to procedures in line with company policy and best practice
• Monitor and validate reporting, ensuring that reports are accurate and timely
• Ensure contractual KPI reporting is prepared to required timescales
• Process weekly & monthly invoicing
• Support the Contract Manager and Customer Service Manager with continuous improvement initiatives

Skills & Experience required for the Customer Service Team Leader role:

• Proven experience of leading a team, including staff training & development
• Experience of working in a KPI / target driven environment
• Experienced IT user comfortable with adapting to new technologies and ways of working
• Proficient in Microsoft, must be an experienced Excel user
• Excellent inter-personal skills, able to build relationships at all levels across internal and external teams
• Excellent communication skills across a variety of spoken and written media
• Strong team player, aware of individual impact and contribution to the business
• Able to co-ordinate a variety of tasks simultaneously and ensure timely completion of actions
• Good attention to detail
• Able to use own initiative and make decisions where required
• Passionate about delivering excellent customer service
• Good numeracy and literacy

If you have the passion and desire to lead a Customer Service Team then apply today!