The Customer Services Advisor team provide a crucial point of contact to all customers by supporting the business in the professional management of incoming customer requests and queries across various communication mediums, in order to achieve a speedy and successful first-time resolution. The main emphasis of the Customer Service Team Leader will be on providing day-to-day management of team resource; ongoing training, development and coaching of the team; monthly reporting as required by the business.
These positions are permanent and are offered on a full-time basis, hours to be worked according to a rolling rota (shifts will include some late nights and week-ends).
The successful candidate will be a seasoned Customer Services professional with at least 5 years experience of working in a similar client services operation. Proven experience of leading and motivating a team is essential, as is the management of successful service delivery to company SLA's. Excellent general administrative skills and a high level of accuracy and attention to detail are a prerequisite for this role. Confidence and the ability to influence others coupled with an excellent command of the English language are also crucial, as you will be communicating with customers and internal stakeholders at all levels of the business. Knowledge and understanding of working within the automotive and/or financial services industry are also highly desirable.
Essential Skills and Experience:
> Strong Customer Service ethos
> At least 5 years direct Customer Services experience, ideally gained within a similar operation
> Proven experience of leading and motivating a team is essential
> Highly developed communication skills: excellent standard of spoken English, confident telephone manner and outstanding writing skills (essential)
> Proven ability to handle customer requests and queries to first-time resolution
> Knowledge and understanding of automotive and/or financial services business processes (highly desirable)
> Excellent administration and organisational skills coupled with a high level of accuracy and attention to detail (essential)
> Computer Literate: MS Office Software; bespoke systems(essential)
> Ability to adapt to change.
My client is an investor in people and there will opportunities for successful candidates to further develop and eventually transition into Relationship Manager roles.
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