Customer Service Team Leader

Fantastic job opportunity for a Customer Service Team Leader to lead a growing team Your new company This is a great opportunity for you to join this fast growing company who offer vital assistance for people in the local community. They are passionate about individuals receiving the very best quality of service and are always there to help. Your new role Within your exciting and varied role you will be a vital mentor to the customer service advisers and ensue they in turn offer first class customer service to the people they are helping. As a brilliant Customer Service Team Leader no two days will be the same, using your expertise your duties will include some of the following: You'll be the line manager for various teams including Support Services, Customer Relations and Sales. You'll be responsible for holiday management, conducting one to ones, ensuring realistic KPIs are in place and being met by your team, positively drive team performance, ensure key business drivers are integrated into service delivery on a day to day basis. As a mentor you'll train your team on new business or processes changes. You'll offer process support for daily queries including customer escalations and business supply queries for specific contracts and billing. You'll ensure that administration is efficient and carry out operational support in line with business requirements. You'll create and review effective business processes with customer services to ensure new business is on boarded providing the best possible customer journey. You'll collaborate with the other teams to ensure SLAs are met and quality initiatives such as ISO 9001, TSA and BS 8591 are met. You'll be liaising with the supply chain and purchasing manager to ensure stock levels are correct and will get to work on projects from time to time. As a company ambassador you'll deliver the highest standards of customer care, ensuring timely customer responses, first stage resolution to enquiries, provide a focus for the sales team to meet targets whilst working with other members of the team to ensure seamless customer service. With your great customer service skills you'll ensure all corrective actions are taken in event of a complaints and ensure first call resolution. You'll work towards efficiency improvements and ensuring KPIs are met or exceeded reporting to managers when required. You'll also assist with being responsible for the care and health and safety of your team. What you'll need to succeed As a great Team Leader you'll use your previous experience in leading teams and have strong empathy skills. You'll have a strong track record in successful team management, coaching and mentoring less experienced employees monitoring and improving performance. You'll be proficient in written and verbal communication, including compliance management and have and a great understanding of good business practice and able to communicate at B2B and B2C level. You'll be proficient with computer systems including producing spreadsheets, pivot tables and charts. You'll have brilliant proven skills with project management and there delivery. You're attention to detail will be second to none and and you'll have the confidence to deal with any performance issues in a professional way. As this job is so varied a strong leader who can multitask and can think out of the box when it comes to problem solving and system improvements will excel within the role. What you'll get in return You'll be joining a fantastic company where your leadership skills will not only help your team in their career but will help them in turn provide a vital service to the customers they support. You will be working within a friendly, supportive company where you can flourish knowing how important your job is. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk