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Customer Services Team Leader

Dudley, West Midlands
£24,000 to £26,000
Job Type
5 Sep 2022
Customer Service Team Leader - 24k - 26k Aim of Role: To supervise the function of front line support to potential, existing and new customers in a way that reflects the company s commitment to customer satisfaction and encourages growth through managing and coordinating the customer support team. Excellent customer service and communication skills are paramount. Job Title: Customer Support Team Leader Responsible To: Customer Service Manager Supervisory Responsibilities: Yes Hours of Work: 37 hours per week (Monday to Friday 08.30 - 17.00, Friday 09..00) PRINCIPAL DUTIES: Ensure all departmental metrics are adhered to on a daily/ weekly / monthly basis. Monitor response times to customer queries and escalate when necessary. Manage the complaints management process to ensure complaints are handled quickly and efficiently. Supporting Sales Managers with escalation territory support. Checking credits and investigating errors. Monitor and develop the team through an annual training plan. Schedule regular one to ones with the team. Coach and Support staff training with new and existing team members. Responsible for the team responding to UK, export, intercompany and parts mailboxes and calls. Provide weekly order books to key customers, and ensure their orders are produced on time. Supervising the product segment backlog. Monitor number of daily / weekly phone calls in the department and individually. Monitor number of daily / weekly emails in the department and individually. Ensure the customer support mailboxes are managed and cleansed. Manage the team s holiday and update the holiday book. Work closely with other departments to improve our service provision. Ensure the department is providing excellent customer service at all times. Track the departments objectives with regular team meetings and updating the minutes with specific actions and completion dates Monitor territory support Check error log and investigate and report on errors Adopt a continuous improvement approach to problem solving to reduce the number of issues/customer complaints Observe at all times the business code of conduct Do the Right Thing . Perform role in accordance with all relevant quality standards and adhere to all relevant processes / policies within the GMS. Ensure compliance with all Health & Safety / Environmental and Welfare requirements. Ensure general housekeeping requirements are adhered to. A busy, demanding and very rewarding role This role due to it s diverse nature can at times require the post holder to work under a certain amount of pressure To ensure the customer experiences the highest level of service A flexible approach to duties must be taken Be comfortable performing a variety of different tasks at the same time Able to lead a team and implement new ideas and new processes Please submit an up to date CV for consideration
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  • Job Reference: 704622474-2
  • Date Posted: 5 September 2022
  • Recruiter: Evolve Personnel
    Evolve Personnel
  • Location: Dudley, West Midlands
  • Salary: £24,000 to £26,000
  • Bonus/Benefits: Plus Benefits
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent