CUSTOMER SERVICE TEAM LEADER (office and telephone based)
Location : Bourne
Salary :Up to £38k
Hours : This role is a 35-hour week, working Monday to Friday, (phone number removed)pm, 9-5pm or 10-6pm depending on the shift you are on, and two in four Saturdays 9–5pm and two bank holidays per year.
Are you an experienced Customer Service Team Leader looking to lead an experienced team of dedicated Customer Service Advisors?
As the Customer Service Team Leader, your skills and experience will be pivotal to the smooth running of the Customer Support area which handles subscription, membership and website support queries. You’ll be responsible for ensuring the team of Customer Service Advisors are delivering exceptional levels of service across a variety of contact channels whilst also looking for new ways to meet the needs of customers.
As our Customer Service Team Leader, your day-to-day will consist of:
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Supporting your team so that they can consistently deliver an excellent standard of customer service.
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Leading by example and taking a proactive and positive approach to ensure customer satisfaction.
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Dealing with escalated queries and ensuring timely resolution.
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Ensuring the team have the appropriate information, knowledge and training to assist with all types of queries.
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Updating support documentation to assist changes in the business.
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Taking ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised and creative solutions.
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Leading the team and measuring KPIs including quality, productivity, first contact resolution and customer satisfaction.
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Processing payment queries and assistance.
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To be our Customer Service Team Leader you’ll need:
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Two years’ experience leading a service-focused Customer Service team, ideally within the hospitality, retail, entertainment, or leisure sectors.
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A natural focus for delivering exceptional customer care.
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The ability to motivate and inspire a team.
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Resilience under pressure and the ability to tackle challenges head-on.
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Excellent communication skills with both internal and external stakeholders.
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A natural ability to interact with customers through telephone, email and socials.
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Be self-motivated and proactive.
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Experience in working with all MS Office applications.
This role is a 35-hour week, working Monday to Friday, (phone number removed)pm, 9-5pm or 10-6pm depending on the shift you are on, and two in four Saturdays 9–5pm and two bank holidays per year
