Open roleExternal
Customer Service Team Lead
- coventry, west midlands, CV12GW, United Kingdom
- Permanent·On-site
- Full time
- £28,000 - £28,000 Per Annum
Job Description
About the Role
Our client is actively seeking a proactive and organised Customer Service Team Lead to manage and motivate a team of support professionals in Coventry . This role is critical in ensuring the delivery of outstanding customer service, overseeing daily operations, and implementing strategies to enhance customer satisfaction and loyalty. You will be instrumental in fostering a positive team environment and driving performance metrics. This is an excellent opportunity for an aspiring leader to make a significant impact within a reputable organisation, championing exceptional customer experiences.
Key Responsibilities
- Supervise, coach, and mentor a team of customer service representatives, ensuring adherence to service standards.
- Manage team schedules, workload distribution, and performance evaluations.
- Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Collaborate with management to develop and implement customer service policies and procedures.
- Conduct regular team meetings to discuss performance, share updates, and provide training.
Requirements
- Previous experience in a customer service or supervisory role is essential.
- Demonstrated ability to lead and motivate a team effectively.
- Strong understanding of customer service principles and best practices.
- Excellent communication, conflict resolution, and problem-solving skills.
- Proficiency in using customer service software and tools.
- Experience in Coventry or managing local teams is an advantage.
Benefits
- Competitive annual salary and potential performance bonuses.
- Structured career progression pathways within the company.
- Comprehensive training programs to enhance leadership skills.
- Generous employee discount on company products/services.
- Regular team-building activities and social events.
- A vibrant and supportive work environment based in Coventry .