We are seeking a highly motivated and experienced Customer Service Manager or Senior Team Leader to join our amazing client on a 12-month fixed term contract to lead the customer service team. The ideal candidate will have a passion for customer service, excellent leadership skills, and a proven track record of managing a successful customer service department. There will be plenty of process improvements and efficiencies required, enhance the level of customer service they provide as standard – make it outstanding, performance management of the team and developing individuals.

This is a 12 month Fixed-term contract working Full Time, 37 hours between Monday to Friday 8.30am-5pm.

Duties:

* Lead and manage the customer service team to deliver a first-class customer experience and ensure consistently high levels of customer satisfaction
* Train, mentor, and develop the team
* Conduct regular performance reviews and 121s
* Handle escalated customer complaints
* Ensure the team provide timely and effective resolution of customer issues, working within service level agreements
* Prepare and present regular reports on customer service performance
* Work closely with other departments to ensure a seamless customer experience.
* Communicate effectively with team members and other stakeholders.
Experience:

* Proven experience in a similar role
* Clear and effective communicator
* Strong leadership skills to motivate and guide the customer service team
* Positive attitude and passion for customer service
* Ability to drive change and influence others
* Proficient with Microsoft packages and CS technology