Customer Service Team Lead

About the Role

Our client is seeking an experienced and motivated Customer Service Team Lead to manage and inspire a high-performing support team in Belfast . This leadership role is crucial for driving service excellence, ensuring customer satisfaction, and fostering a positive team culture. You will be responsible for the day-to-day operations of the customer service department, providing guidance, support, and training to team members. This is an excellent opportunity to take on a leadership position within a growing company and make a significant impact on customer retention and loyalty in Belfast .

Key Responsibilities

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
• Oversee daily operations, including scheduling, workload distribution, and issue escalation management.
• Implement and monitor quality assurance processes to ensure consistent service delivery.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Analyze customer feedback and support metrics to identify areas for improvement and implement action plans.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.

Requirements

• Proven experience in a Customer Service Team Lead or supervisory role.
• Demonstrated ability to coach, train, and motivate a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving and decision-making skills.
• Proficiency with customer service software and CRM systems.
• Exceptional communication and interpersonal skills, with the ability to manage conflict effectively.

Benefits

• Competitive salary commensurate with experience.
• Fully remote work arrangement, allowing flexibility in location.
• Comprehensive health, dental, and vision insurance.
• Opportunities for career growth and leadership development in Belfast .
• A supportive and collaborative team environment.