Customer Service Team Leader

Job Location	Shipley
Education	Not Mentioned
Salary	£25,000 - £27,000 per annum
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent , full-time

Job Description

Supervisory Responsibility Prioritising and monitoring responsibilities for CS agents Undertaking weekly QA audits on CS agents Taking ownership of the allocated admin tasks and ensuring these are completedwithin strict timelines. Ensuring all CS agents receive regular coaching/mentoring/side by sides Driving excellence standards to ensure the best Customer Experience is given to allcustomers, with the aim of first time resolution Dealing with escalated complaints by phone, email and over social media Setting and monitoring targets for the CS agents, being able to challenge underperformance Undertaking monthly 1 to 1’s with CS agents Collaborating with different areas of the business such as warehouse, web design,marketing to resolve customer queries and complaints Identifying business process issues/ improvements and working with the relevantbusiness area to resolve such issues Ensure professional standards are maintained within the department Ensure company Service Level Agreements are adhered to whilst maintainingexcellent quality standardsPerson Specification Excellent communication skills both verbal and written Strong organisational and time management skills Highly motivated and able to work autonomously and as part of a team Able to build and maintain relationships with colleagues and CS agents Passionate about delivering a high standard of Customer Care and support

Keyskills :
Contact CentreCustomer Service

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