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Carousel Solutions
,
Dartford, Kent
Assistant Customer Service Manager
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Dartford: Off Street Parking: Monday to Friday: £25-28K DOE Exciting opportunity to join a leading company based in Dartford. They are looking for an Assistant Customer Service Team Leader to work closely with the Customer Service Manager. The responsibilities of the Customer Service Team Leader are: Responsible for line and performance management of a team of Customer Advisors who ensure that customers have a 'successful journey'. Act as an escalation point for difficult calls. Coach and mentor team members to create a culture to deliver the highest standards of customer service to resolve customer enquiries, evaluating business results; identifying opportunities for improvement, growth and increased customer loyalty. Monitor team performance ensuring consistently high standards of customer service are given and appropriate behaviours are displayed, providing in the moment feedback. Provide direction and leadership to the team ensuring high call quality, short wait time and low abandonment levels, with high customer satisfaction levels. Proactively identify opportunities for behavioural improvements within the team, working with fellow team leaders. Empower team members to take ownership and use their judgement to provide personalised responses to resolve enquiries as quickly as possible. Set clear objectives and ensure appropriate levels of engagement, feedback and development to continuously improve individuals' contribution Ideally you will come from a Team Leader background, with experience in leading a team within customer Service, call Centre or administration Experience of managing the delivery of a high-quality service to meet KPIs and SLAs Experience of performance and people management Excellent verbal and written communication skills Demonstrable influencing skills to ensure the desired outcomes are achieved Ability to manage escalations and enquiries