Customer Service Team Leader

  • Basildon
  • 30,000 - 32,000 GBP / Year

Customer Service Team Leader

Basildon

Salary £30,000 – £32,000

CCR is proud to be supporting a services provider relating to Equipment Hire within their specialist sector. Hiring for a Customer Service Team Leader (Call Centre Team Leader) managing a team of up to 10. This person will have a focus on personnel management, setting and monitoring of KPI’s, and ensuring SLA agreements at met.

 

Working hours – Flexibility is needed, one in three weekends with the two days off that week.

 

A car driver is required due to the office location.

 

Duties:

  • Ensure all calls are taken in a timely manner and managed well amongst the team.
  • Speak with long established accounts and customers daily both by phone and email
  • Ensure relevant reports are in place, up to date and added to the system in time
  • Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
  • Manage the teams holiday rota & sickness and manage the Call Centre shift rota pattern to always ensure required coverage.
  • Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
  • Use CRM system to manage the functions of receiving, analysing, resolving and documenting customers’ issues and complaints in accordance with the organisation’s requirement
  • Assist with any administrative duties as required
  • Assist Call Centre Agents where necessary

Benefits:

  • Life insurance
  • Company pension
  • Free parking
  • On-site parking

Experience:

  • Team leader or management experience
  • Experience setting and monitoring KPI’s and working within strict SLA’s
  • Experience leading a team in a call centre, service managed environment