Customer Service Team Leader

Are you passionate about leading a dedicated customer service team? At Igloo, we’re seeking a Customer Service Team Leader to be part of our client’s thriving automotive company based in Bruntingthorpe.

About the Role:

As a Team Leader, you’ll drive a dynamic team committed to delivering exceptional customer service and ensuring maximum satisfaction. Your primary responsibilities will include overseeing service delivery to meet quality benchmarks, fostering a customer-centric approach, and ensuring compliance with standards.

Key Responsibilities:

• Manage day-to-day customer experience operations, ensuring consistent high-quality service.
• Uphold and enhance customer satisfaction, implementing new methods as needed.
• Continuously assess team effectiveness.
• Address customer issues promptly, reducing dissatisfaction through swift and professional resolution.
• Maintain updated process documentation and collaborate on customer onboarding.
• Liaise with Marketing to ensure accurate data and readiness for customer sale days.
• Collaborate with Business Service and sales teams to ensure smooth account management.
• Ensure accurate and updated customer records through efficient workflow.
• Uphold fair and consistent treatment of team members in line with HR and company policy.
• Mentor team members, aiding personal development and providing timely feedback.
• Build internal stakeholder networks to support customer activities.

Skills & Experience:

• Leadership Experience: Previous experience in a team leader or supervisor role, especially within a customer service setting.
• Customer Focus: Proven track record of delivering exceptional customer service, emphasising first-time issue resolution.
• Technical Aptitude: Ability to efficiently navigate multiple systems and address complex customer queries.
• Effective Communication: Strong communication skills, including insightful questioning and active listening.
• Interpersonal Skills: Ability to engage and motivate stakeholders effectively.
• Motivation and Adaptability: Highly motivated with a lead-by-example approach, coupled with the ability to adapt to change and contribute innovative ideas.
• Prioritisation: Strong prioritisation skills to manage a high workload for both yourself and the team.
• Problem Solving: Proficient in handling challenging situations and customers appropriately.
• Attention to Detail: Excellent attention to detail to ensure accuracy in all aspects of the role.
• Software Proficiency: Competent in using Microsoft Office packages.

Apply today and join the team!