Customer Service Team Leader

Are you passionate about coaching and developing a team to deliver an exceptional customer experience time after time? If So, an established, highly successful, well-known brand are looking for an experienced Team Leader to join their growing team.

Job purpose:

To lead the customer service team ensuring customers are provided with outstanding customer service at all times and to improve the processes and efficiency of the customer service team across all London brands.

Principle Accountabilities:

Customer Service
*Propose and deliver strategic initiatives relating to head office customer service procedures to improve efficiency and service.
*Manage escalated customer service queries and action as appropriate. Feedback outcome to the team to reduce the need for escalation again.
*Provide overflow customer service support as required.
*Encourage customer loyalty and effectively utilise available resources to promote this.
*Implement KPI’s and other measures for customer service standards, continuously identifying areas of improvement. Ensure these are communicated to the team and E-Commerce.
*Compile statistics highlighting achievements and improvements, ensuring these are communicated to the team.
*Maintain an excellent relationship with other head office departments and stores.
*Communicate performance of the customer service team to the wider business.
*Ensure all customer queries are responded to within a specific timescale.

Team Management
*Responsible for a medium sized team.
*Co-ordinate, create, develop and maintain the procedural documents for the team.
*Manage the training and development requirements of direct reports.
*Ensure the customer service team is fully aware of KPIs and goals.

Hours: Shifts: 8-5, 9-6, 11-8 and 9-6 Sat (x2 per month)

Excellent benefits offered

At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a “clean” copy in Word. Thank you.

KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR – Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market…