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Customer Support Team Leader
2 weeks ago
RESPONSIBILITIES
Responsible for leading the Customer Support Team.
Engage and inspire those you lead to achieve their goals & key company KPI’s.
Be an influential coach, mentor and help drive the development of those around you.
Understand people and effectively manage expectations.
Provide help and advice to customers using our products.
Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do.
Keep accurate records of discussions or correspondence with customers & staff.
Creating and implementing reports and providing KPI’s analyzing the customer service levels we provide and identify trends to report back to HOD / rest of the business.
Ensuring that all staff always stay at the correct level of training and be a part of the training process.
Challenge the status quo to do things better, continuously assess our processes and potential improvements.
Able to implement efficiency projects within customer support and support the rest of the business with larger cross-departmental projects.
Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible.
Continue to assess the customer support department for effectiveness and adjust the processes to give the best solution for the customer base.
Desired:At least 2 years of experience in a customer service senior role in a busy B2C environment
A hunger and excitement to work for a fast-growing business
An interest in automated service solutions: AI / Chatbot
Experience in an engineering/technology led organisation
A willingness to roll-up sleeves, be flexible, and take responsibility
Personal qualities:A clear and effective communicator
Charismatic with a sense of fun
Desire to succeed and deliver exceptional output
People driven and results orientated
Confident with a strong self-belief and a positive attitude
Problem-solver who takes ownership and will chase down problems to resolution
Benefits
Circa £30k salary
Full time: 37.5 hours a week. Hours: 9.00am to 5.30pm
Private Healthcare Insurance
#customerservices #teamleaderjobs #coventryjobs #customerservicesjobsRequirementsCustomer Services, Team Leader, Call Centre management
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