Customer Service Team Leader - Shipley, United Kingdom - Myinternalrecruiter Ltd

Myinternalrecruiter Ltd
Myinternalrecruiter Ltd
Verified Company
Shipley, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Supervisory Responsibility:


  • Prioritising and monitoring responsibilities for CS agents
  • Undertaking weekly QA audits on CS agents
  • Taking ownership of the allocated admin tasks and ensuring these are completed
within strict timelines.

  • Ensuring all CS agents receive regular coaching/mentoring/side by sides
  • Driving excellence standards to ensure the best Customer Experience is given to all
customers, with the aim of first time resolution

  • Setting and monitoring targets for the CS agents, being able to challenge under
performance

  • Undertaking monthly 1 to 1's with CS agents
  • Collaborating with different areas of the business such as warehouse, web design,
marketing to resolve customer queries and complaints

  • Identifying business process issues/ improvements and working with the relevant
business area to resolve such issues

  • Ensure professional standards are maintained within the department
  • Ensure company Service Level Agreements are adhered to whilst maintaining
excellent quality standards


Person Specification:


  • Excellent communication skills both verbal and written
  • Strong organisational and time management skills
  • Highly motivated and able to work autonomously and as part of a team
  • Able to build and maintain relationships with colleagues and CS agents
  • Passionate about delivering a high standard of Customer Care and support

Job Types:
Full-time, Permanent


Salary:
£25,000.00-£27,000.00 per year


Schedule:

  • Monday to Friday

Work Location:
In person
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