Customer Service Team Lead

•  Based in Leeds (Office Based)
•  Up to £35,000 per annum, dependent on experience
•  25 Days Holiday + Bank Holidays
•  On Site Parking
•  Employee Wellness Platform
•  Bike to Work Scheme

KEY RESPONSIBILITIES

• Supporting and motivating the customer service/support team and promoting a culture of strong team performance.
• Agreeing, monitoring, and achieving internal customer service level agreements (SLA’s), targets and KPI’s.
• Developing and upskilling the existing team by providing them with training in negotiation, complaint and objection handling, and other key customer service areas.
• Handling escalated/long-standing customer complaints or any major incidents, such as security issues.
• Delivering a proactive service to our client’s customers, leading to strong customer relations and increased retention/upselling/cross-selling rates.
• Monitoring and analysing the customer service statistics and reporting on these to senior management.
• Managing and delivering improvement initiatives and best practice techniques through various stages of the customer journey, including procedures, policies, and standards; tracking and reporting benefits of delivered projects.
• Prioritising, implementing, and championing improvements in customer service within your team and across the wider business.
• Managing ongoing relationships with external third-party suppliers and engineers
• Conducting appraisals and regular staff 1-2-1’s, with the assistance of the HR Manager.
• Maintaining accurate records of discussions or correspondence with customers on internal CRM systems.
• Gaining a thorough understanding of our client’s products and services.

SKILLS & EXPERIENCE

• A real passion, understanding and commitment for creating an exceptional customer experience.
• A strong leader with the ability to develop and motivate a customer service team, taking them through the journey of what makes great customer service/experience.
• Excellent interpersonal skills with the ability to influence and guide a range of stakeholders and colleagues.
• Highly resilient with strong organisational and time management skills; self-motivated to deliver to the highest standards.
• Looking for continuous improvement, able to give and receive feedback in an honest and open manner.
• Are technically savvy and can analyse/interpret data effectively to gain valuable insight into customer experience.
• Will invest in continuously developing their knowledge of the customer service industry through relevant blogs, webinars, and industry-related workshops, thereafter, implementing this into the workplace.