Customer Service Team Leader

☞ Cameo Consultancy Ltd

View: 107

Update day: 07-05-2024

Location: Banbury South East

Category: Consulting / Customer Service IT - Software

Industry: Marketing Advertising Staffing Recruiting Financial Services

Position: Associate

Job type: Full-time

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Job content

We are looking for an engaging and highly experienced Customer Service Team Leader to join this very busy department. You will need qualities such as effective communication, resilience, and problem solving along with a strong leadership background, able to manage change effectively, and experience of performance management including team coaching.

Role Objective

This role is an essential support to the Customer Service Manager and the expanding Team to facilitate the service delivery for customers against defined KPI’s and SLA’s.

The requirement of the role is not only to support a team of in a high volume, fast paced environment delivering an excellent customer experience, but also analyse, report, and follow up with actions regarding team engagement, talent management and workload. Elements of the role will include project management

Main Responsibilities For The Customer Service Team Leader
  • Coaching, training and developing the team of 9 to ensure customer excellence
  • Deputise for Customer Service Manager whenever required or appropriate
  • 1st point of customer escalation
  • Undertake "SPOC of the day" role managing overflow phone calls.
  • Attend cross-departmental meetings; utilising strong presenting and communication skills
  • Facilitate regular team meetings, and 1-2-1’s
  • Sickness absence management
  • Achievement of KPI’s and project management
  • Give feedback and drive improvements to enhance the customer experience
  • Stakeholder management
  • Collate, prepare and maintain statistical information, KPI’s for the team, customers and business
  • Build sustainable relationships of trust through open and interactive communication
Required Skills, Experience, Knowledge, Competencies for the Customer Service Team Leader
  • Strong customer service and leadership experience
  • MS Office suite, with intermediate to advanced Excel
  • Experience with SAP would be a great benefit
  • Experience of Order2cash/order processing is desirable.
  • Self-motivated, flexible and able to adapt to changes in circumstances, difficult and challenging situations
  • Strong written and verbal communication skills at all levels
  • Strong organisational skills and works on own initiative
  • Strong attention to detail
  • Excellent time-management skills
  • Team player
  • Enthusiastic, motivating and engaging
The starting salary offered for the Customer Service Team Leader up to £35,000 and the working hours are Monday to Friday, 9:00am - 5:00pm. This is an opportunity to be part of a huge successful world leader, who value their staff, you will have 26 days holiday plus bank holidays, life assurance and a fantastic pension!

If this position is of interest and you have the necessary required skills, please do apply online straight away as we would love to hear from you!
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Deadline: 21-06-2024

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