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Sales

Customer Service Team Leader

Permanent

  • Salary: £25,000
  • Location: Chester
  • Contract: Permanent

Working for this award-winning business in Chester, the key focus of the Customer Service Team Leader will be motivating, developing and driving a team of customer service agents to deliver the highest levels of communication quality and customer service to customers.
The company’s success has been recognised both within and beyond their industry, having won a prestigious “Best in Industry” award for the last four years, and have been recognised by the London Stock Exchange Group as one of the “1,000 companies to inspire Britain”. The Customer Service Team Leader will be rewarded with 33 days’ holiday (including Bank Holidays), annual bonus scheme, staff pension, private medical, Death in Service payment, long service awards, staff discount, fully equipped onsite gym and wellness centre.
 
 
To apply for the Customer Service Team Leader role, you must possess credible knowledge of managing people, driving change, having a proven track record in driving results, alongside delivering outstanding customer service and quality. The Customer Service Team Leader will also have experience of coaching and training in a commercial/office environment, and ideally possessing knowledge of HR policies, practises and procedures.
 
Key Responsibilities:
The role of Customer Service Team Leader involves motivating, developing and driving a team of customer service agents to deliver the highest levels of sales conversion, quality and customer service to customers. This role leads and motivates a team of people to succeed.
The Customer Service Team Leader role involves ensuring that your direct team are driven to succeed, they exceed their targets, deliver outstanding customer service, exceptional quality and are within a results-driven environment.
 
Core Accountabilities

Accountability for team performance, including coaching and development of team member’s individual performances
Ensure that shifts are suitably covered
Understand all organisation’s products, services, procedures, guidelines
Conduct regular reviews of performance and manage underperformance
Feedback to relevant department on improvements based on staff/customer feedback
Ensure a safe and harmonious working environment
Motivate and support team members
Mentor teams
Drive performance improvements

 
Essential Skills:
The Customer Service Team Leader must have credible knowledge of managing people, driving change, have a proven track record in improving results alongside delivering outstanding customer service and quality.
Working hours must be flexible to include weekends and evenings (until 10pm).
 
Essential Experience

Previous management experience
Proven track record in coaching and training in a commercial or office environment
Experience in driving results
Change management
Proven track record in motivating a team
Excellent time management skills
Ability to recognise problems and areas for improvements
Strong communication skills

 
Keywords: Team Manager, customer service, coaching, training, Team Leader, KPIs
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies
 
We are acting on behalf of the client as an Employment Agency in relation to this vacancy
 
We are an equal opportunities agency and welcome applicants from all backgrounds

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