I have a new role available for a Customer Service Team Leader for our client based in Epping who are a well-established and successful company, who are also leaders in their industry. Our client can offer you a professional and welcoming working environment and the opportunity to join a thriving and interesting sector.

As Customer Service Team Leader you will be required to lead by example in ensuring that all customers receive the best possible service and your team are meeting the required objectives.

Role summary;

An integral role working alongside the Head of Customer Services & Facilities in order to achieve all departmental key performance indicators and maintaining compliance at all times. Responsible for leading a team in order to provide support, guidance and training whilst promoting the company’s cultures and values.  

MAIN DUTIES

• Customer Care
• Making customer needs a primary focus
• Quickly and effectively solving customer concerns
• Understanding and responsive to customers objectives and needs
• Going the extra mile to satisfy customer needs and expectations

Compliance       

• Ensuring employees understand the importance of remaining compliant at all times
• Dealing with customer complaints in line with regulations
• Keeping up to date with regulations
• Sharing information with others
• Ensuring 100% in all audits

Communication

• Acting as a mentor
• Speaking clearly and concisely
• Organising ideas in a clear, logical flow that can easily be followed
• Displaying excellent listening skills

Teamwork         

• Sharing information ideas and suggestions
• Committing to helping others in the team
• Fostering an environment of trust
• Working closely with other managers to successfully deliver services

Employee Development 

• Using appropriate methods and a flexible approach to help others develop
• Providing helpful, meaningful and specific feedback
• Helping others learn new systems, processes or programmes
• Demonstrating commitment to the growth and development of the team
• Encouraging independent thinking
• Identifying areas of development and create plans to improve performance
• Encouraging and implementing staff development

Leadership

• Setting clear goals for individuals within their team
• Identifying training issues within their team
• Carrying out 1-2-1’s and other performance related discussions
• Ensuring individuals meet their targets and KPI’s
• Inspiring others to over achieve
• Being passionate about service
• Acting as a role model
• Being hands on
• Providing clear direction and expectations
• Dealing with holiday and sickness for their team

If you have the relevant skills and experience for this role please apply.