Job Detail
Job Description
Customer Service Team Leader
Location: Poole, Dorset
Salary: £32,000 per annum
Hours: Monday – Friday 8.00am – 5.00pm
We are seeking a highly motivated and results-oriented Customer Service Team Leader to join a dynamic team at a leading manufacturer of commercial and residential goods. As a Team Leader, you will be responsible for leading and supporting a team of Customer Service Representatives while ensuring exceptional customer service and achieving key performance indicators.
Main Responsibilities:
Team Leadership:
- Lead, motivate, and mentor the Customer Service team.
- Conduct team meetings, provide regular feedback, and identify areas for improvement.
- Coach and develop team members to enhance their skills and knowledge.
Customer Service Excellence:
- Handle complex customer enquiries and complaints effectively and efficiently.
- Ensure all customer interactions are handled professionally and empathetically.
- Proactively identify and resolve customer issues.
- Build and maintain strong customer relationships.
Operational Management:
- Oversee daily team operations, including order processing, order tracking, and returns management.
- Monitor team performance against key metrics (e.g., customer satisfaction, call handling times).
- Analyse customer data and identify areas for improvement in service delivery.
- Ensure compliance with all relevant company policies and procedures.
Product Knowledge:
- Develop and maintain in-depth knowledge of the full product range.
- Provide accurate and informative product advice to customers and team members.
- Identify opportunities to upsell and cross-sell products.
System & Process Improvement:
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Provide system support and training to team members.
- Maintain accurate records and data.
Skills/Experience Required:
- Minimum 2 years of experience in a fast-paced call centre or customer service environment.
- Proven experience in a team leadership or supervisory role.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong customer service orientation with a focus on exceeding customer expectations.
- Proficiency in Microsoft Office Suite.
- Experience with CRM systems is advantageous.
- Ability to work under pressure and meet deadlines.
- Strong analytical and problem-solving skills.
In return for your hard work and commitment, our client offers great benefits, including:
- Great team culture, within a supportive, stable and progressive business.
- Competitive holiday allowance.
- Pension scheme.
- Free parking.
- External benefits and reward scheme.
- Generous staff discount.
Work in a dynamic and supportive team environment.
