We have a new and exciting opportunity for an experienced Customer Service Team Leader to join a well established and growing organisation based in Croydon.
My client is looking for someone to lead and motivate their existing Customer Service team, you will need to have experience in a similar role and have a proven ability to handle escalated complaints.
Key Duties:
You will handle more complex/ escalated calls
You will manage and distribute daily tasks fairly
Monitor performance to ensure team members priorities tasks accordingly
Provide guidance, training and coaching to other team members
Ensure the team prioritise and find a resolution for the customer where possible by the close of business
Consider workload management to ensure the team has enough cover on any given day
Assisting the returns department with booking collections and returns queries
Driving the team to be proactive and advising customers of any courier delays
Person Specification:
You will possess excellent complaint resolution and decision making skills
You will have the ability to build positive rapport with customers
You will have excellent attention to detail
You will have good literacy skills and the ability to communicate by letter and email
