Customer Service Team Leader

Job Description

Do you want to work for a leading Service Business that offers its customers a first class service Our client is looking to appoint a Customer Service Team Leader to manage and motivate the Team.The roleTo plan, co-ordinate and control the activities of the Customer Service team to maintain and enhance customer relationships and meet organisational and operational objectives.As the Customer Service Team Leader, your main focus will be to lead and motivate your team to ensure they give the best customer service possible. You will be responsible for all transfers to and from our portfolio, billing all customers and providing afirst-class service for those customers. You will be responsible for the day to day management and motivation of the Customer Service team and monitoring their workloads. You will also be expected to develop and maintain robust operating and training procedureswhilst providing vital input into the development and growth of the business.Reporting to the directors on a monthly basis, internally you will build key relationships with the Sales and Credit Control teams and externally our network of Third Party Intermediaries (TPIs).Responsibilities

• Motivate and inspire the team to surpass their KPIs and customer service performance potential
• Communicate the companys purpose, core values, vision to the front employees
• Work closely and forge strong relationships with our TPI network
• Act as a facilitator, translator and mediator across functions and departments to ensure communications are clear, disputes are settled and actions are completed
• Ensure work quality and accuracy are of a high standard
• Researches and recommends improvements in customer services
• Ensures all customers transferring to the portfolio do so on time
• Ensures all customers leaving the portfolio do so within company procedures and guidelines
• Conduct regular one-to-ones and performance review meetings
• Ensure change of tenancies are accurately processed in a timely manner
• Day to day management of customer/TPI issues and queries
• Assist team members with any queries and problems they are dealing within the business whilst ensuring the company policies and procedures are being adhered to
• Identify areas of training that the team need and the company would benefit from
• Refresher training sessions to be arranged for all team members, specifically relating to current/new legislation & regulation, transfers and customer services
• Carry out team meetings and actively participate in the monthly and weekly meetings

Desired personal attributes

• Positive attitude to change in a dynamic, fast moving environment
• Strength of character and ability to implement change
• Excellent organisational and time management skills
• Creative and innovative thinker
• Excellent verbal and written communication skills
• Good arithmetic skills
• Computer literate with strong Microsoft Office skills
• Excellent attention to detail
• Confidence in decision making

In return you will be offered a highly competitive salary and the following Benefits.

• 25 days holiday
• Yearly bonus
• Flexitime
• Onsite gym
• Free parking
• Paid social events
• Mental health support
• Childcare vouchers

CVS in Word format only please.

Keyskills :
CommunicationsCustomer ServiceManagementTeam LeaderTraining