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Customer Service Team Leader

REED Business Support
Job LocationWarrington
EducationNot Mentioned
Salary£12.82 per hour, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time

Job Description

My client located in Birchwood, Warrington are market leaders in their scientific field, due to the demand of a new Covid-19 arm to the business they require and experienced customer service team leader to lead a team of new customer service advisors.You will be required to work Monday to Friday 09:00 – 17:00 but some of the team you will be responsible for will be working shifts so there will be a requirement to come in early or stay late potentially once a week. The rate of pay will be based on a salary of £25,000, the assignment is temporary to permanent with an immediate start.The Covid-19 Customer Service Team Leader will ensure the smooth running of department and will be responsible for the team.The ideal candidate will be required to communicate well within the team and manage the performance of the team, you will prioritise tasks as well as providing support to the team. In addition, the ideal candidate will be able to demonstrate an understanding of the customers. This role will require you to act as an interface between customers, the customer service team, and the Covid-19 laboratory team, to provide an efficient, professional service.It is vital that the successful candidate is aware that much of the work is of a highly sensitive nature and always requires discretion.Role Profile

  • People Management – Operation of and continued development of a positive, motivational culture and system of management for the customer service team
  • Process Improvement – Optimisation of all customer service processes.
  • Resource Management – Optimise use of resources, both human and ICT, to ensure a best- in-class customer experience.
  • Setting up and managing KPI’s for the customer service team
  • Briefing the team on productivity
  • Managing the performance of the team and ensure procedures are being followed.
  • Dealing with any customer escalations to support the team.
  • Support the team and provide assistance with their duties:
  • Dealing with a high levels of customer requests for Covid-19 Tests via email/telephone
  • Arranging testing appointments at various locations across England
  • Providing customers with booking confirmation, appointment instructions and directions in a timely and professional manner
  • Preparing worklists and liaising with internal and external stakeholders to confirm upcoming appointments and schedules.
  • Dealing with customer who are awaiting results.
  • Accessing company database for results, if results are not uploaded then liaising with the lab team for test updates and expected results times.
  • Sending result confirmations to customers
    • Person Specification
  • Recent Customer Service Team Leader experience
  • Working under pressure and using initiative is going to be very important.
  • Competent with use of office equipment and software (copiers and Microsoft Office, particularly MS Word, Excel, and Outlook)
  • Customer Focus, Quality, Competence, Team Spirit, and Integrity
  • High level of attention to detail
    • If you have customer service team leader experience and you are available immediately then please do not hesitate to apply.

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