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Customer service team leader

Page Personnel Finance
Job LocationChorley
EducationNot Mentioned
Salary£25,000 - £27,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Customer service team leaders supervise and guide a team of representatives to ensure they deliver high-quality service, meet performance targets, and continuously improve. They also oversee & implement series of training, monitor performance metrics, andimplement strategies to enhance the overall efficiency and effectiveness of the customer service team.Client DetailsThe client we are working with is a specialist plumbing installation company who manufactures and produces their wholesale products. The client work cooperatively with specialist contractors in the implementation and installation of plumbing hardware productsfor a wide range of external construction firms, manual labourers and independent re-sellers.DescriptionCore responsibilities will consist of:

  • Act on Net Promoter Scores and customer feedback, discussing insights with the team and implementing improvement plans.
  • Supervise department workloads to meet Key Performance Indicators (KPIs) and Service Levels.
  • Maintain relationships with key stakeholders, both internal and external, to improve the overall customer experience.
  • Be an effective and inspirational leader, fostering a positive environment for high team performance.
  • Address customer issues and complaints, seeking resolutions for maximum satisfaction.
  • Monitor and evaluate team performance, addressing training and performance management issues promptly.
  • Proactively seek new training initiatives to enhance departmental performance.
  • Conduct team briefings and meetings as required.
  • Represent the Customer Services Manager in their absence.
ProfileThe successful candidate will consist of someone:
  • Given industry knowledge in the plumbing or hardware industry is a must
  • Previous experience in a team leader or supervisory or team management role
  • Evident success in guiding a team to meet set targets and objectives
  • Management experience of numerous team members.
  • Customer service background, preferably in an office or contact centre setting
  • Proficient communication skills and the capability to address each customer query effectively
  • Time management skills in a dynamic call environment · Positive demeanour, adept at collaborative teamwork
  • Competence in handling challenging situations with calm and confidence.
Job Offer
  • Hybrid working
  • Flexibility with shift patterns
  • Basic salary of £26k FLEX DOE
  • An annual holiday allowance of 22 days with buy + sell scheme
  • In-house pension contribution
  • Large-scale refurbished contact centre
  • Internal progression opportunities

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