Senior Customer Service Team Leader

Frankly Recruitment
Swindon, UK
20 Jul 2019
25 Jul 2019
Contract Type
Full Time
Customer Support Team Leader

The Client Support team leader will manage the day-to-day service of the Major Account support team, ensuring service standards and quality of service are consistently met. Leading by example, they will provide support for the Client support Team Leaders and deputise for the Client Support Manager as required.

  • Lead a team of Client Support Advisors, effectively allocating tasks, whilst monitoring workload throughout the day to ensure the service levels and KPls are met in line with Company standards.
  • Manage and develop Client Support Advisors to provide an effective quality service to meet the needs of our clients.
  • Deputise for the Client Support Manager as required, acting as the escalation point for Team Leaders, attending meetings and presenting information, as well as completing Operations reports.
  • Develop a culture of Continuous Process Improvement, encouraging team leaders to identify where changes can be made, make recommendations and oversee implementation
  • Develop strong internal and external relationships, working collaboratively to achieve results and enhancing the reputation of the company.

Person Criteria

The Client Support Advisor will be successfully filling the requirements of the position when:
1. Clients' search orders are accurately placed and managed until returned.
2. Clients' issues are resolved quickly and in a professional manner.
3. Answering and following up client calls within the agreed service levels.
4. Administrative work (e.g. tasks, inboxes and quote) is completed accurately and on time.
5. Other duties as requested and assigned are completed successfully.

Personal Qualities and Attributes
  • An excellent understanding of the value of customer service to an organisation.
  • Excellent communication skills with an ability to work well with others at all levels and facilitate meetings.
  • Able to work under pressure, manage time and prioritise own work and that of the team. Ability to plan and organise multiple teams to effectively handle changing resources and workloads.
  • Ability to design, implement and control operational processes.
  • Experienced in staff management and development to maximise individual and team performance.
  • Able to deliver effective appraisals and deal with difficult situations.
  • A good knowledge of the conveyancing process and search industry is an advantage

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