West Malling, Kent Clearwater People Solutions

Wanted: Customer Service Team Leader

I am seeking a motivated Customer Service Team Leader to join a not-for-profit organization. As the Customer Service Team Leader you will play a pivotal role in shaping their services and making a difference in society.

The Customer Service Team Leader will assist and support the Team Manager with the day-to-day operation of the team.

Key Responsibilities Customer Service Team Leader:

• Assist the Team Manager in daily operations, workload distribution, and achieving key performance indicators.
• Develop and deliver comprehensive training for Customer Service Representatives, covering projects, new products, and procedural changes.
• Lead BAU training sessions, including induction for new hires and compliance training.
• Offer first-line support to the team across all aspects of the process.
• Monitor service levels for priority customers, coordinating with teams across Customer Operations to ensure exceptional service delivery.
• Maintain an up-to-date catalogue of process guides, regularly reviewing and updating them for accuracy.
• Collaborate with the Team Manager to evaluate quality checks, ensuring excellent customer service standards.
• Partner with the complaints champion to analyze client feedback, identify trends, and adjust processes and training accordingly.

Key skills for the Customer Service Team Leader:

If you have a background in Customer Services with a focus on training delivery and material maintenance, or relevant transferable skills, this role is for you. We seek:

• Proficiency in devising and executing training plans.
• Effective workload management to achieve KPIs.
• Experience in coaching or training others.
• Approachable demeanor with the ability to deliver constructive feedback.
• Exceptional customer service skills.
• Meticulous attention to detail and accuracy.
• Strong ability to prioritize and manage your workload effectively.

Apply now as the Customer Service Team Leader and be part of something meaningful!