Customer Service Team Leader

17 Oct 2016
19 Oct 2016
Contract Type
Full Time

I have an excellent opportunity for a Customer Service Team Leader to work for a major company based in Solihull.

Customer Service Team Leader

3 months Initial Contract


Job Purpose:

Lead the delivery of customer operation services for Smart's customers, maximising the customer service experience and overall service effectiveness whilst ensuring commercial interests are maintained.

Key Tasks:

  • Lead a team to optimise productivity and quality, initiate action to address resource shortfalls or productivity gaps.
  • Understand and anticipate the needs of customers. Deal with complex customer issues, maximising the opportunities to deliver service excellence and create a positive perception of the business.
  • Provide strong leadership to the team, setting direction and creating an environment that inspires delivery of exceptional performance.
  • Plan the optimal resourcing levels to deliver agreed services and meet the agreed business plan. Manage team productivity and development, initiate action to address resource shortfalls or productivity gaps.
  • Identify opportunities for process improvements to existing working practices, assessing impact of change requests from other parts of the business on own operation.
  • Create an energetic, enthused, motivated and customer centric working environment that is open and honest within the Smart Centre.
  • Ensure relevant skills are balanced within the Smart Centre and training needs are highlighted to the Training Lead.
  • Deliver Smart Centre processes and services in a timely and cost effective manner and consistently challenge our ways of working to look for possible improvements.
  • Identifying development needs and creating individual development plans where required including talent spotting for succession planning.
  • Produce standard and non-standard MI reporting to identify trends and continually improve performance within the Smart Centre.
  • Consistently challenge the Smart Centre ways of working in order to incite process efficiencies and achieve optimal levels of Customer Satisfaction.

Key Skills:

  • Computer literate with basic understanding of MS Office.
  • Exceptional Customer Service skills, continually looking at ways to improve the service we offer.
  • Innovative and resilient in order to create the future of the Smart Centre.
  • Excellent verbal and written communication skills to ensure successful relationships are established and maintained.
  • Able to work on their own or collaboratively as part of a team in a dynamic environment.
  • Desire for self-development and business development to ensure the Smart Centre is successful.
  • Process driven with logical and analytical thinking with the ability to resolve problems quickly and effectively.
  • Attention to detail in order to support continuous improvements.
  • Consistently work towards set objectives and tight deadlines.
  • Strong communication and negotiation skills.
  • Ability to interrogate the system to deliver bespoke MI.
  • Ability to devise and implement work around solutions.

For more enquires please contact-

If you feel you have relevant skills for the role then simply attach an up to date CV and click apply now.

Applicants should show all skills on their CV.