Customer Services Team Leader

Workforce Staffing Ltd
£22000 - £25000/annum
31 Aug 2019
30 Sep 2019
Contract Type
Customer Services Team Leader


£22000 - £25000 per annum, depending on experience

Flexible rota, Mon-Fri 08:00AM - 09:00PM, temporary to permanent

A fantastic opportunity has risen at our highly reputable client in the Aston area. Due to their rapid expansion they are looking to employ Customer Services Team Leaders on a temporary to permanent basis.

The role:

. Inspire, direct and motivate the Customer Service Advisors to ensure they offer the highest level of service.
. Monitor and optimise customer service performance to weekly and monthly KPI's (including call volume, response times, complaints and quality control)
. Support the Customer Services Manager to produce daily, weekly and monthly performance reports to help optimise team performance.
. Ensure training and development areas are identified and tackled across the team.
. Support the Customer Services manager with conduct performance reviews and people management.
. Help instil a strong customer service ethos in line with their Company Principles and drive a culture of ownership and continuous improvement.
. Support with recruitment, onboarding and training.

Customer Facing Responsibilities:
. Manage the escalation of complex queries and complaints, offering support and guidance where needed to ensure excellent customer satisfaction.
. Investigate trends in customer feedback and satisfaction, including customer reviews, complaints and queries to help us improve service.

Skills and Experience:
. Leadership experience within a customer facing team is essential, preferable within a Contact Centre, Head Office, or in a Customer Services role
. Experience of managing escalations, serious complaint and complex queries
. Previous CRM experience at a senior level is highly desirable
. Excellent communication skills, both written and verbal
. An ability to work under pressure and to tight deadlines, managing KPIs and SLAs
. A good level of computer literacy will be required, especially using Microsoft Office

Office Workforce are responsible for thousands of temporary, temp-to-perm and permanent vacancies across the Midlands.
We operate from several prime locations in the area and are likely to have an office right near you.
Our team offers a unique service tailored to match your precise needs and can assist you with the following job categories: Clerical and Administration, Call Centre, Customer Services, Sales and Business Development, Secretarial and PA, Professional and Management.
We are always on the lookout for the very best talent, so if you know anyone, refer them to our professional and friendly team who will be more than happy to help.