Customer Service Team Leader
Hour of work: 8am - 10pm Monday to Friday & 8am - 5pm Saturday and Sunday
Must be flexible for shifts
- 20 Days Holiday
- Free Parking
- Attendance Bonus,
- Bike to Work
- Company Health Plan
- Discounted Gym Membership
- Subsidised Canteen
- Bluestar Bus Discount
Dynamite Recruitment is currently working in partnership with a very well-established business based in Chandlers Ford. Our client is a leading service provider who due to success have grown considerably throughout 2017 and as a result they are now looking to recruit a Customer Service Team Leader.
As a Customer Service Team Leader you will ensure that the CSA and Senior Advisors are delivering a class leading, quality oriented customer service support service.
*To inspire, motivate, lead, coach and develop a team of 15 Customer Service Senior Advisors and Customer Service Advisors
*To lead the wider customer service team in the delivery of a first class support service which sets the company apart as a market leader
*To be responsible for achieving Department SLA's and KPI's, ensuring value added service to our customers and best practice is followed
*To maintain adequate resource cover for shifts, breaks and absence. To deputise for other Team Leaders during periods of absence.
*To manage and own customer escalations in respect of grievances and complaints through to resolution
*To be responsible for performance management process: 1:1's, personal development plans, performance reviews and appraisals. Effectively coach and mentor all staff to give a high standard of service
*To work closely with HR e.g. during times of recruitment and employee relation issues and ensure the department adhere to all HR processes and guidelines
*To manage your own email correspondence
*To ensure ongoing staff needs are met and planned for
*To ensure the Customer Service Advisors adhere to Ofgem license conditions
*To be responsible for managing the Call Centre in the absence of the Customer Service Team Manager, escalating complex queries to the relevant department.
The Ideal Candidate:
- Educated to A-Level or equivalent. GCSE in Maths and English
- Experience of managing a team, groups of people or supervising other within a call centre / contact centre
- Sound knowledge and understanding of the customer service experience
- Good work ethic and time management
- Ability to work to a high standard under pressure
- Approachable and confident in dealing with a variety of enquiries
- Able to deal with confidential information and to discuss sensitive issues confidently
- Excellent influencing skills
If interested, please submit your CV or make contact with Amy on 02392455422
Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.