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Customer Service Team Leader

£28000 - £28000 per annum
Ref: BBBH9998_1519728357

Job Description

Cherry Professional are currently recruiting for a Customer Service Team Leader for their Nottingham City Centre based client.
This is an exciting opportunity to join a fast paced company that really values your skills and hard work - a chance to lead and manage a positive customer focused team. You'll have previous experience in a Team Leader role within a customer focussed environment.

Responsibilities include:

  • Give constant direction to team members to ensure that all customer inquiries are attended to on time and in the best way possible to give them satisfaction
  • Create better modes of operations to make customer service easier for both team members and customers
  • Make provision for a change of mode of operation when the existing one isn't yielding maximum results
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
  • Observe performance of team members to identify their strengths and weaknesses and share and discuss with management
  • Ensure that all systems needed by the customer team members are available and in good working order to enable smooth flow of operations and customer satisfactions
  • Step in to attend to customers that are proving difficult to team members and resolve their complaints
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labour
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
  • Providing help and advice to customers using your organisation's products or services
  • Communicating courteously and professionally with customers by telephone, email and letter
  • Investigating and solving customers' problems, which may be complex, or long-standing problems that have been passed on by customer service executives
  • Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
  • Issuing refunds or compensation to customers
  • Keeping accurate records of discussions or correspondence with customers
  • Analysing statistics or other data to determine the level of customer service your organisation is providing
  • Producing written information for customers, often involving use of computer packages and software
  • Maintaining/developing feedback or complaints procedures for customers to use
  • Improving customer service procedures, policies and standards for your organisation or department
  • Feedback possible improvements of customer service team to management
  • Involvement in staff recruitment and appraisals
  • Training staff to deliver a high standard of customer service
  • Leading or supervising a team of customer service staff
  • Learning about your organisation's products or services and keeping up to date with changes
  • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

Person specification

  • Good judgment about when to use initiative and when to consult
  • Confident and resilient with handling complaints
  • Calm, professional disposition especially when under pressure
  • Committed, positive, outgoing and approachable with a 'can do' attitude
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Proficiency in English
  • Experience in providing customer service support and leading a team

This is a fantastic opportunity for an experienced customer service professional, working for a forward thinking and growing company.

Other roles you may have applied for include, Customer Service Team Manager, Customer Service Co-Ordinator, Customer Service Manager.

Cherry Professional are advertising this role on behalf of the client.