Customer Service Team Leader

Our client: An instantly recognizable household name, operating in the food industry Have become the category leader in the UK through strong brand heritage and continued innovation The role: Provide an exceptional customer and consumer experience through effectively leading, coaching and developing a team of Agents handling phone contacts and on-line media channels. Work collaboratively with internal and external customers to resolve their enquiries in a skilful and professional manner ensuring a timely and qualitative resolution. Identify skill gaps for individuals and the team and take the required action to ensure the team delivers and exceeds their targets and KPI’s. Proactively overcome quality issues through coaching and training activities. Utilise call recording and review of Agent’s written communications to monitor and identify key development areas and ensure the team is briefed on strategic and tactical objectives. Drive a culture of quality and high performance. Define and effectively manage individuals in-line with the review process. Plan and prioritise to complete all work to agreed timescales and manage the team’s workflow and staffing levels. The team is responsible for accurate data entry and interpretation of customer orders received via telephone and e-mail and management of the daily order cut-off process. Provide professional first line response to customer (store) and consumer queries, concerns and complaints around deliveries, the subsequent outbound calls to customers and sites to conclude the query and maintain the CRM system. You will be the first point of escalation. Ideal candidate: Attention to detail Good communication skills Strong Excel Skills (essential) Team player with "can do" attitude Integrity and honesty Ability to work to tight deadlines Previous call-centre environment customer service based experience Proven track record of leading and managing a team Ability to handle Crisis situations with a calm and logical approach Benefits & details: Highly Competitive Basic Salary The team will operate 7 days per week based in Beaconsfield for 5 days and with home working at the weekend. Please send your CV using the form on this page, quoting reference 4/10032/7. Confidentiality assured. Whilst we would like to respond to all our on-line applicants, regrettably we are unable to do so due to the high volumes we receive. If you do not hear back within 14 days unfortunately the relevant consultant has decided not to progress with your application. For alternative opportunities please search our vacancies on our website. Seven Search & Selection Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary (interim) workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be found on our website.