Role: Customer Service Team Leader
Location: Reading (hybrid after probation)
Hours: 37.5 per week Mon-Fri between 8am-6pm (occasional Sat AM)
Salary: £36,000 + annual bonus + great benefits
This is an exciting opportunity for an experienced Customer Service Team Leader to join my growing clients team based in Reading.
Your role as a Customer Service Team Leader:
*You will be the primary escalation point for Customer Service Advisors
*Manage Team Workload and support CIC management team ensure optimum service in KPI and quality and required resource is maintained
*Lead, manage, motivate, and support a team of up to 15 by providing regular feedback on performance, providing coaching and development plans
*Ensure daily performance is maximized, and manage downtime
*Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognizing the contributions of individuals.
*Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.
*Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours
*Attend supplier reviews and daily interactions direct with client representatives at all levels up to exec if required
*Manage all colleague absence and attendance in line with all agreed processes
*Work with other teams to support and drive continual improvement of processes and ways of working
*Be a role model for the team within operations, demonstrating the business values at all times.
*Demonstrate the ability to provide flexibility to support both the business and line manager if required.
Essential, Skills, Knowledge and Experience you’ll need to be a successful Customer Service Team Leader:
*Ability to deal with challenging customers and dealers to reach positive outcomes
*Time Management - Ability to manage own time and workload effectively and efficiently.
*Proven ability to lead, coach and motivate a team
*Proven track record on delivering service initiatives and KPI’s
*Experience of communicating up to Exec level
*Demonstrated strong relationship building and management skills
*Good level of commercial awareness
*Planning, organising and prioritisation skills
*Understanding of and adherence to all FCA requirements
*Knowledge of consumer rights law and how to apply
Please follow the link to apply for this Customer Service Team Leader role based in Reading.