Customer Service Lead

About the Role

Our client is looking for a proactive and empathetic Customer Service Lead to manage their remote customer support team, serving customers across the UK, with a focus on Brighton and surrounding areas. You will be responsible for leading a team of customer service representatives, ensuring high standards of service delivery, and resolving complex customer issues. This is a crucial role for maintaining customer satisfaction and loyalty in a fully remote operational setup.

Key Responsibilities

• Lead, train, and motivate a team of remote customer service representatives to achieve performance targets.
• Oversee customer inquiry channels (phone, email, chat) to ensure timely and effective resolutions.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Handle escalated customer complaints and complex issues, ensuring satisfactory outcomes.
• Monitor customer service metrics and provide regular reports on team performance and customer satisfaction.
• Collaborate with other departments to address systemic customer service issues and drive continuous improvement.

Requirements

• Previous experience in a customer service supervisory or leadership role, ideally within a remote setting.
• Proven track record of delivering exceptional customer service and resolving complex issues.
• Strong leadership, coaching, and motivational skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency with customer relationship management (CRM) software and remote work tools.
• Ability to analyze customer service data and implement improvements.

Benefits

• Fully remote position with flexible working hours.
• Competitive salary and performance-based incentives.
• Opportunities for leadership development and career progression.
• Comprehensive benefits package.
• A supportive and collaborative team environment focused on customer success.