Customer Service Team Leader

We are recruiting for an experienced Customer Service Team Leader to join a family run company based in the Swindon area.

This is a great opportunity to work with an organisation that values its employees and encourages growth and career progression.

We are looking for an individual who has proven experience of leading a team in a Customer Service environment.

Details of the Customer Service Team Leader role:

• Salary �29-30K, dependent on experience


• Other benefits include Pension, Health & Wellbeing Programme, Employee Discounts & Company Events


• Permanent role


• Working hours are Monday to Friday, 9am-5.30pm

Duties & responsibilities for the Customer Service Team Leader role include:

• Managing a team of 4 Customer Service Advisors


• Build and maintain relationships with key customer personnel


• Creating weekly/monthly slides & presenting weekly KPI Meetings


• Involvement in & management of Ad Hoc Customer Projects


• Provide first line customer support and escalation to resolve service issues


• Liaise with internal teams to support in the smooth running of the operation


• Oversee the daily cover and workload, delegating tasks within the team where required and manage ongoing training & progression of team


• Ensure adherence to procedures in line with company policy and best practice


• Monitor and validate reporting, ensuring that reports are accurate and timely


• Ensure contractual KPI reporting is prepared to required timescales


• Process weekly & monthly invoicing


• Support the Contract Manager and Customer Service Manager with continuous improvement initiatives

Skills & Experience required for the Customer Service Team Leader role:

• Proven experience of leading a team, including staff training & development


• Experience of working in a KPI / target driven environment


• Experienced IT user comfortable with adapting to new technologies and ways of working


• Proficient in Microsoft, must be an experienced Excel user


• Excellent inter-personal skills, able to build relationships at all levels across internal and external teams


• Excellent communication skills across a variety of spoken and written media


• Strong team player, aware of individual impact and contribution to the business


• Able to co-ordinate a variety of tasks simultaneously and ensure timely completion of actions


• Good attention to detail


• Able to use own initiative and make decisions where required


• Passionate about delivering excellent customer service


• Good numeracy and literacy

If you have the passion and desire to lead a Customer Service Team then apply today!