Customer Service Team Leader

Stanley Staff Recruitment
Ellesmere Port, Cheshire West and Chester
£20000 - £25000/annum Plus Bonus
07 Jul 2017
06 Aug 2017
Contract Type
Full Time
To effectively and professionally manage the entire customer experience, ensuring that the full range of services is made available to the customer in line with agreed sales and pricing policies. Responsible for retaining and developing a small number of Customer Accounts. Identifying and cultivating business opportunities’ ensuring excellent customer service is delivered at all times. Creating strong customer relationships across all contact areas. Manage and develop direct line reports.

• Assist members of the Customer Services team to deal with complex customer enquiries on a daily basis
• Ability to remain calm when dealing with difficult or distressed customers
• Possesses excellent interpersonal skills for handling both customers and team members
• Handle escalated calls, questions, queries & complaints as necessary and efficiently
• Encourage members of the Customer Services team to follow established procedures for every single customer enquiry received, including logging, processing and chasing enquiries
• Undertake the role of Customer Service Co-ordinator as and when required as well as being flexible and willing to work extra hours where necessary
• Ability to work on own initiative and as part of a team
• As a role model, the Customer Services Team Leader must demonstrate excellent work habits, including attendance and timekeeping, and should consistently exceed all established departmental objectives
• Is understanding of the need for confidentiality and sensitivity when dealing with personnel issues
• Skilled at delivering instructive and supportive coaching
• Ensuring Accuracy of information within all systems is monitored and maintained
• Communicate at all times keeping everyone fully informed
• Ability to prioritise tasks based on urgency and scope of impact
• Deliver training on new systems and processes
• Encourage, support and motivate members of the Customer Services team to surpass their potential
• Ability to evaluate information quickly, identify key issues and make decisions based on sound, practical judgement, experience and common sense
• Support management goals and initiatives through words and actions. The Team Leader should be able to see the “big picture” and identify and communicate how individual roles are tied to company goals
• Identify any shortfalls in current systems and processes and offer suggestions for improvement
• Encourage team adherence to Key Performance Indicators and quality standards
• Demonstrates excellent written and verbal communication skills
• Support the business in the development and implementation of new technology and systems
• Communicate possible training needs or quality issues
• Diagnose team and/or individual performance issues and develop effective action plans to address the root cause of issues
• Delegate tasks and monitor team performance to ensure that deadlines and targets are met.

We are looking for someone with the following:

Essential Skills

• Team Player
• Excellent Customer Service Skills
• Capable of developing strong relationships
• Taking ownership and responsibility
• Competent levels of IT understanding
• Strong analytical and problem solving skills combined with excellent communication skills
• Able to deliver excellent customer service.
• Although previous supervisory experience is not required, candidates must be able to demonstrate the skills required for the effective supervision of a team

Desirable skills

• Previous experience in the Construction Industry.

Ability to demonstrate our values.

• Professional
• Innovative
• Profit Driven
• Customer Focused
• Entrepreneurial
• Engaged

Technical Skills
• Microsoft Office including Excel, Word & Outlook