Customer Service Team Leader

9 month fixed term contract

£30,000 per annum

Milton Keynes

We are looking for a professional and experienced Customer Service Team Leader to motivate and manage a team of advisors, within a multi-channel environment, to deliver a quality focused enquiry service to their valued customers. You will be expected to monitor and review the team’s performance and encourage them to achieve department standards and targets.

Your duties as a Customer Service Team Leader will include but are not limited to:

• Overseeing a team of muti-channel advisors to deal with a high volume of enquiries.
• Encouraging the team to achieve department standards and targets to reach company goals.
• Supporting campaigns to accomplish growth targets, making outbound calls when appropriate.
• Managing enquiries from the team and supporting in managing and resolving escalated complaints.
• Motivating and coaching the team to achieve targets and goals, encouraging teamwork.
• Ensuring high standards are maintained by the team with consistent quality checking and feedback, working within a structured framework.
• Creating and planning resources for the teams daily staff rota.
• Encouraging the team to use initiative, take ownership and constantly challenge/ improve processes.
• Training the team, ensuring that they have a clear understanding of customers’ needs and expectations and are knowledgeable the required processes and procedures.
• Quality checking to ensure the correct advice and information is being given to customers.

To be a successful Customer Service Team Leader, you must have:

• Exceptional customer service skills with proven experience in complaints resolution.
• Strong IT skills, including Word, Excel, CRM and databases.
• Excellent attention to detail.
• Demonstrable experience of working successfully in a high achieving team, ideally in a contact centre environment.
• Excellent communication skills - both written and verbal.
• Experience in quality checking across multiple delivery channels (phone, email, online chat and social media).
• Experience with training and developing a team.

If you feel you have what it takes to be the Customer Service Team Leader, please apply today because we'd love to hear from you!

WE WOULD PREFER YOUR CV IN WORD FORMAT

Ascendant Recruitment is one of Milton Keynes and Northamptons leading recruitment companies, with PA/Administration, Customer Service, Human Resources, Finance, IT, sales & marketing and digital marketing divisions. Ascendant Recruitment operates as an Employment Agency for permanent recruitment and an Employment Business for temporary recruitment. For more information on our current vacancies please visit (url removed)