Customer Service Team Leader

Main Duties and Responsibilities

To ensure a smooth operation of the department in the absence of the Customer Service Manager
Development, coaching and day to day operational management of the team
Ensuring that all SLAs and KPIs are adhered to and corrective action taken to address and issues with individual team performance
Provide a knowledge base of commercial/SAP best practice for other members of the team to use and develop
Drive process improvement and strive to increase customer satisfaction while reducing complexity
Drive increased profitability through first class customer service and retentions and up-skilling customer service and inside sales advisors
In conjunction with the UK Managing Director and Senior Leadership Team help drive the growth strategy
Drive and participate in companywide continuous improvement activities and communications programmes
Participate in stocktakes as required
Provide cover for direct reports as required
Have a defined training plan and execute on an individual level

The Candidate -Essential:

Significant experience in a complex Customer Care/ Service/Engagement environment
A demonstrable track record of process improvements and business efficiencies
Experience in managing, mentoring and developing a customer service team
Project management experience with demonstrable experience of driving customer services initiatives
Demonstrable track record of working to KPIs and targets
Strong knowledge of operational processes and systems
Experience of ASM or KAM and CRM
Intermediate IT knowledge (Excel, Word, Outlook)
5 GCSE (or equivalent) passes at C or above including English and Maths.
Driving licence

Personal Characteristics:

Excellent verbal and written communication skills
Attention to detail
Commercial focused
Able to drive engagement and satisfaction
Solutions orientated with ability to analyse, creatively problem solve and follow through
Can-do attitude
Comfortable working in a fast-paced environment
Highly ethnical and acts with honesty and integrity

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