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Airband
,
Worcester, Worcestershire
Customer Service Team Lead
Overview
Job Description
Customer Service Team Leader Airband are looking for a Customer Services Team Leader who will be responsible for the day to day running of the Customer Services team. We are a fast-growing telecommunications company with networks in Devon, Shropshire, Somerset and the Midlands and we are rapidly expanding to new areas. As we grow we need an experienced Customer Service Team Leader to provide excellent customer service and to promote the customer experience throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations. Your team will be the first point of call for our customers, and so keeping them happy is essential. You will be involved in writing and implementing processes, reporting, responding to complaints and guiding your team to give a strong customer focus. Key Responsibilities + Reporting to the Commercial Director with key KPI stats + Managing customer service team to ensure excellent customers satisfaction + Managing data on CRM; ensuring it is kept up to date and accurate + Complaint handling + Owning certain processes to ensure customer engineering work is not missed + Identifying issues in company processes that cause customers to contact us, and work with the Commercial team to resolve these + Completing customer processes to log information + Always providing a pleasant customer manner Skills: + Demonstrable customer service experience, ideally within telecommunication environments + Previous experience working with customers is essential + Excellent conflict resolution skills + Planning and scheduling + Interpersonal skills and the ability to build rapport with customers + Hardworking with strong work ethic Person Specification: + Strong communication skills + Ability to multi task + Organised + Ability to hit the ground running + Approachable and friendly personality Only candidates who have been successful at our shortlisting stage will be contacted in relation to the next steps of the recruitment process.