Customer Service Team Leader

  • £24k - 26k per year
  • Crewe, Cheshire, England
  • full-time

Customer Service Team Leader, Crewe, Permanent, Full Time, £24-26k

Working for a well-established and reputable organisation in the local area, my client an online retailer are currently seeking a customer service team leader to join the team. They are an award-winning company that offer great company benefits including 25 days holiday plus bank holidays, At least 5% contribution pension scheme and a dedicated wellness initiatives that support your wellbeing, ranging from our 24hr employee assistance programme to subsidised gym membership.

The customer service team leader will work closely with Client support managers, team leaders and advisors to build lasting relationships. On a day to day basis you will liaise daily with operations, inventory and logistics teams to help solve customer queries and handle complex calls with clients and customers.

Key duties:

  • Effective coaching and training of team members
  • Supporting advisors to deliver a highly accurate and customer-focused service
  • Ensuring that our SLA’s are met
  • Taking responsibility for and maintaining up to date knowledge on all client’s processes and procedures including lead-times and ensuring this is communicated to the team
  • Ensuring the team have the necessary skills and tolls to be able to maximise delivery performance
  • Keeping the team positive and motivated
  • Dealing with escalated and complex client or customer queries
  • Driving performance with the aim of delivering fantastic customer relations

Experience Required:

  • Previous Team Leader experience within a customer focused environment
  • Experience of communicating with a number of different departments via phone and email
  • Experience of problem solving in a service setting
  • Ability to work within a clearly defined process and follow defined procedures
  • Evidence of times when you have ‘gone the extra mile’ for your customers
  • Evidence of motivational management or leadership skills
  • The ability to listen to and understand our advisors and clients
  • Strong communication skills, especially on the phone or via email
  • A can-do attitude
  • Able to resolve queries independently and in a positive way so that our customers are always happy
  • Understanding of logistics is preferred but not essential
  • PC Literate – using Word, Excel and Outlook

For more information Call Jodie on 01782 712230 or email your CV to jodiej@kpir.co.uk

Job ID: 4255167 / Job Reference: JJ CUST SERV TL

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