Customer Service Team Leader

Job Opportunity in Smethwick: Customer Service Team Leader

Join our team and be a part of a dynamic and forward-thinking company located in Smethwick. We are in search of a Customer Service Team Leader who is enthusiastic about providing exceptional customer experiences and leading a vibrant team.

Key Responsibilities:

• Drive Team Performance: Champion excellence within your team, identifying performance gaps and spearheading initiatives for optimal customer service.
  
• Manage KPI Delivery: Oversee key performance indicators, aligning with departmental objectives and setting the benchmark for success.
  
• Conduct 1-1s: Regularly engage with team members to review performance, set objectives, and foster a supportive feedback culture.
  
• Lead Training and Development: Spearhead training initiatives and support continued team growth.
  
• Enhance Culture and Engagement: Create a welcoming team atmosphere that promotes morale, inclusivity, and a shared sense of purpose.
  
• Prioritize the Customer: Reinforce our customer-first values, ensuring they are ingrained in daily operations.
  
• Liaise with Management: Maintain seamless communication with the Customer Experience Manager to discuss team insights and collaboratively strategise.
  

Requirements

Candidate Profile:

• Dedication to Customer Satisfaction: An innate drive to improve and sustain customer happiness.
  
• Leadership Experience: A track record of effective leadership and fostering team collaboration.
  
• Analytical and Strategic: Ability to think critically and strategically.
  
• Resilient and Adaptable: Navigate varying scenarios with composure.
  
• Communicative and Collaborative: Strong skills in clear communication and collaborative teamwork.
  
• Decision-Making Skills: Proven abilities in problem-solving and decision-making.
  
• Experience in Customer Service: A background in customer service or contact centre management is essential.
  
• Technologically Proficient: Well-versed in customer service technologies and CRM platforms.
  
• Flexible: Thrive in a dynamic and rapidly-changing atmosphere.
  
• Time Management: Efficiently juggle multiple responsibilities.
  
• Self-Motivated: Operate effectively with minimal supervision.
  

Benefits