Customer Support Team Leader - Redhill, United Kingdom - Saferpet Ltd

Description

To deliver outstanding customer support experiences by leading and guiding the Customer Support team, maintaining a strong focus on customer satisfaction, and fostering a positive, motivational work environment through open communication.

• Exceptional interpersonal and communication skills
• Strong commitment to providing excellent customer support
• Proactive and adaptable, ready to tackle new challenges daily
• Motivated to achieve high performance and committed to continuous improvement

• Minimum of 2 years of experience leading a team in a customer support setting
• Meticulous attention to detail, organized and tidy
• Solutionsoriented with the ability to prioritize tasks and proactively address challenges
• Flexible and adaptive approach to work
• Selfconfident and able to maintain composure under pressure

• Lead and manage a growing team of Customer Support Executives
• Ensure prompt and consistent answering of all customer calls
• Supervise the processing of customer tickets via the Helpdesk system
• Ensure proactive management of databases by the team, adhering to daily priority tasks
• Conduct sidebyside sessions with team members for support and development
• Act as the first point of contact for team members regarding escalated issues or complaints
• Monitor and assess calls/tickets to provide feedback to team members, reviewing a minimum of 3 calls/tickets per team member weekly
• Propose and implement team incentives to motivate and enhance performance
• Conduct monthly oneonone meetings with all team members
• Manage administrative tasks related to team management, such as holiday and sickness reporting

• Company pension
• Sick pay