Customer Service Team Leader

Job Description

THE OPPORTUNITY: Macildowie are currently recruiting for a Customer Service Team Leader working for a business based in Wigston, Leicester. In this role you will be responsible for the Customer Service Centre Team to identify, develop and implement customer service processimprovements.This is a permanent full time position which offers hybrid working.THE ROLE & YOUR RESPONSIBILITIES: Managing one of the Customer Service Centre teams, providing them with positive support, advice and encouragement in their development, providing cover in the absence of the other Team Leader. Allocating in-bound workloads and developing specific programmes of activity, such as outbound calling and emailing to customer service advisors to meet the needs of training providers and of the membership recruitment, renewal and engagement programmes, assistingthe team with its daily workload as demand occurs. Monitoring accuracy and efficiency of operational processing and providing a monthly processes performance report to the Manager Customer Service Centre, with recommendations for change or development where appropriate. Working with the IT and Digital teams to scope and test developments to related systems, resolving any issues and reporting to the Manager Customer Service Centre as appropriate. Providing analysis and reports on membership and training provider activity to identify patterns of behaviour and opportunities for development. Ensuring that their team provides a first-class customer service experience to members, training providers and delegates. Defining and developing processes and procedures relating to training providers and membership within ISO standards, as required. Contributing to projects as required and identifying improvements to Customer Service Centre processes. EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE: Experience of managing a team and/or project Experience of supervising and motivating others evaluating work performance and providing feedback and guidance Experience of communicating complex concepts via telephone, face-to face and in writing Experience of presenting to large and small audiences using PowerPoint or other presentation tools Experience of successfully delivering to identified targets with minimum supervision Experience of communicating with people at all levels in business Experience of working without direct supervision inside and outside of the normal office environment Experience of using multi-relational databases Experience of coaching and people development Experience in complaint handling and managementPlease put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidatesthere is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We cant provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majorityof the regions premier employers. To search for all of our live jobs please visit us at macildowie.com.