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Customer Service Team Leader

Posted 10 January by 2i Recruit Ltd Ended

Customer Service Team Leader - Godalming

£25,000 - £30,000

Our client is seeking a Customer Service Team Leader to lead a 6 person sales team with training and support. Other duties include establishing and maintaining relationships with internal and external customers. This role would suit an individual with strong leadership qualities who is able to work as part of a team. Candidates must have access to own transport.


  • Provide training, coaching and support to staff members on new and existing in-house systems
  • Offer expert advice and guidance to our internal customers while keeping abreast of new products and technology
  • Prioritise, plan and manage the team and their workloads when faced with multiple tasks and work to monthly deadlines and targets
  • Be the key contact point for customer escalations both externally and internally for all customer related issues


  • Proactively identify and implement enhancements to in-house systems, service, processes and procedures
  • Establish and maintain relationships at the relevant levels with internal and external customers which may include off site visits with suppliers and customers
  • Develop effective working relationships with key customer contacts by proactively engaging with them on a quarterly basis to ensure we continue to exceed customer expectations
  • Proactively visit customers alongside the Account Managers to build relationships
  • Support the Account Managers to scope and deliver new solutions/enhancements
  • Ongoing communication with corporate and consumer accounts across all levels
  • Control the process of handover from the implementation team with a view to ensuring a full brief on how the account should be managed on a day-to-day basis


  • Management responsibility for 6 employees
  • You will conduct weekly team meetings, SME and Major review meetings with Account Managers
  • You will conduct call scoring reviews, one to one meetings with staff, preparing and organising staff development, discussing ideas and objectives and holding any staff disciplinary meetings
  • You will capture all service processes, document and providing training to the team
  • You will work alongside the Head of Customer Service with recruitment on any new member within your team


  • As part of the service support department you will be expected to collaborate, share and communicate frequently with your peers
  • This may include working with and motivating employees from other teams within the support area

Person / Experience Required

  • Be open, share knowledge and give guidance to the team and the wider business
  • Have a thorough knowledge of billing and CRM platform
  • Have a high attention to detail and take ownership of internal and customer-impacting issues
  • Be able to work as part of a wide and varied team
  • Be collaborative with a solution-focused approach
  • Have strong people management skills with the ability to work under pressure
  • Strong leadership skills. Develops close working relationships within the Sales teams and cross functional with Operations, Technical, and Product etc.
  • Demonstrates service oriented attitude under all situations; Demonstrate excellent interpersonal and team work skills. Strong analytical and problem solving skills.
  • Flexible, adjust readily to new situations while effectively dealing with ambiguity, stress and uncertainty.
  • Self-directed, ability to drive a team to achieve / exceed results against documented goals
  • Understanding of the processes for customer escalations

Reference: 34191636

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