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Customer Service / Customer Success Team Leader

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Title:
Customer Service / Customer Success Team Leader
Reference:
NR/W/QC2_1650901261
Industry:
Call Centre and Customer Service
Location:
Swanscombe
Region:
Kent
Salary:
Competitive Salary
Benefits:
Start:
ASAP
Hours:
Employment type:
Permanent

Contact details

Name:

Nicola Roberts

Job Details

Updated: Mon, Apr 25, 2022 3:41 PM

Customer Service / Customer Success Team Leader
North Kent
Monday – Friday, 40 Hours

Our client is a specialist retailer in high-value fixtures and fittings. They have been operational for nearly 20 years and work with some of the best designers and finest materials to offer the best in design, innovation and quality.

We have a new role that has arisen within the customer service division to focus on call quality and compliance. The individual in this role will be responsible for monitoring, coaching, mentoring, and grading the representative interactions that take place between the customer service team members and the customer to ensure they receive an exceptional experience.

Working closely with the current management team this role will drive the quality agenda in customer service by ensuring quality underpins the key performance indicators and service level agreements. Compliance with internal processes regarding query resolution and authorisation also require monitoring and reporting on.

You will be coaching and developing a team of multi skilled based staff, supporting a mixture of customers, processes, and enquiries to deliver industry leading service. You will lead by example and be a role model within the department.

As well as a competitive salary, the client offers a great benefits package and working conditions with a supportive and collaborative team.

Responsibilities
*Help drive improvements to the customer experience ensuring the customer is at the heart of everything you do.
*Identifying opportunities, implementing solutions to continually improve the customer experience.
*Ensuring a regular review process takes place to understand the background and reason for complaints and initiate training and mentoring of team.
*Managing relationships with internal stakeholders to help improve the overall customer experience.
* Manage the call and written quality programs within the customer service team, achieving the KPI’s and sharing best practice where appropriate.
* To help maintain high morale and motivation within the customer service centre.

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…

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