Job Description

As Customer Service Team Leader, you’re responsible for leading your team to deliver a culture of exceptional customer service across a range of different channels. Ensuring all customer queries are handled effectively and timely to improve our overall customer experience.

Working amongst our customer service team by providing support to the Customer Service Manager you lead a team of Customer Service Executives. You always look to improve our handling times, overall levels of customer satisfaction and support us in driving resolution in customer queries as effectively as possible adopting a right first-time approach.

Your tasks and responsibilities

• Lead and inspire a team of Customer Service Executives to deliver excellent levels of individual/team performance and customer satisfaction across all customer contact channels (via calls, emails, live chat, and social media).
• Work closely with the team, motivating, developing and coaching to succeed delivery of all KPI’s are met
• Deliver 121 feedback sessions
• Ensure you are up to date with business development and the latest products and services across all channels
• Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the CSM to highlight operational risks and areas for improvement
• Work with management teams across function to identify and deliver positive change and business efficiencies
• Supporting the CSM and the Quality Assurance Executive through QA feedback and training sessions
• Ensure training and development plans are maintained for all team members
• Support the CSM in the recruitment process of new CSE
• Support the CSM where required in conducting regular reviews of all Customer Service Executives to identify and improve under performance
• Deliver induction programme for all new staff within customer service
• Demonstrate sensitivity, compassion and understanding always when dealing with customer questions and complaints
• Always looking for more efficient ways of doing things to help us continue to deliver outstanding customer service within our company KPI/SLA’s
• Manage adherence to standard processes and guidelines as set by the business, including policies and procedures
• Work collaboratively with your colleagues to make sure the needs of our customers are met within company KPI/ SLA measures
• Identify root causes of complaints to help us create effective solutions to improve our overall customer service
• Monitor all contact channels to ensure that due procedures and quality standards are strictly adhered to and own the customer service departments quality strategy

Required Knowledge, Skills, and Abilities