Job Ref: 215978506

Date: 2022-03-07 14:44:47

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Our client has a permanent vacancy for a Customer Service Team Leader to assist the Office Manager to manage the day to day efficient running of the Customer Service Office and ensure all communication regarding changes is filtered to correct staff. You will ensure that Customer Service Assistants and Administration staff provide the highest possible standard of customer service, contributing to company sales profit. Ensure Customer Service Assistants adhere to expected office rules and processes, including timekeeping and shift adherence. Complete monthly one to one meeting with the Customer Service Assistants to help motivate, develop and support the team. Mentor, grow and progress Team Co-ordinators within the Customer Service office with skill set to cover supervisor’s role during absence/holiday.

The role

• Monitor sales order intake, to report daily figures and highlight issues to the Office Managers

• Monthly KPI reporting using initiative and ability to look at all aspects of the business to highlight areas where streamlining or processes could be reviewed

• Complete all self-certification absence procedures ensuring that performance management is adhered to when necessary

• Ensure that customer complaints, queries, orders and collection notes are dealt with efficiently and effectively by the Customer Service Assistants

• Coach, develop and motivate (approx. 8-10) Customer Service Assistants and (approx. 2-4) Team Co-ordinators to ensure that individual telephony/query resolution/sales targets and the required standards of customer service are achieved

• Monitor daily activity levels of the Customer Service Assistants completing weekly/monthly one to one meetings with them and the Team Co-ordinators looking for areas of development and progression where needed

• Monitor sales call activity

• Monitor call traffic and take appropriate action to minimize call loss

• Monitor query traffic and take appropriate action to minimize breach of SLA for resolution

• Ensure Customer Service Assistants and Team Co-ordinators adhere to expected office rules and processes, including timekeeping and shift adherence.

• Ensure the development plans of all staff are up to date and relevant

• Ensure self and team adhere to the SG principals of Conduct and Action

Requirements

• Previous experience of monitoring call centre activity desirable

• Previous experience of managing customer service queries using CRM or query resolution Software

• Ability to demonstrate a methodical yet flexible approach to team management

• Effective communication both written and verbal with correct grammar.

• Ability to build cultivating relationship with customers

• Experience of coaching and motivating Customer Service Staff to ensure that the required standard of customer service is achieved

• Demonstrate the ability to go the extra mile, to exceed expectations

• Ability to be proactive in improving the work of the department

• Strong working knowledge of Microsoft Excel, Outlook, Telephony based systems.

• Able to work on own initiative and take ownership for completing tasks

Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available

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