Customer Service Team Leader

We are seeking a dynamic Customer Service Team Leader to join our team and lead our customer service department towards excellence. In this role, you will be instrumental in supervising and managing our customer service team to ensure unparalleled support is delivered to our valued customers, while meeting Key Performance Indicators (KPIs) consistently.

If you are passionate about health, wellness, and providing exceptional customer service, we invite you to join us on our mission to empower individuals to live healthier, happier lives.

Responsibilities:

Lead and manage a team of customer service representatives, including recruitment, training, and performance management.
Inspire and motivate team members to uphold a standard of excellence in customer service.
Provide support to the customer service team by handling incoming calls and resolving customer inquiries efficiently.
Strategically allocate resources to maintain optimal staffing levels and enhance team productivity.
Oversee the completion of daily tasks within specified time frames set by the organisation.
Address escalated customer inquiries or complaints promptly to ensure swift resolution and customer satisfaction.
Conduct regular coaching sessions with team members, identifying training needs and participating in training initiatives.
Collaborate proactively with other departments to ensure alignment with business objectives.
Assist the Head of Customer Experience as needed, deputising when required.
Facilitate monthly team meetings to share updates, set goals, and offer support.
Analysed customer service metrics to track performance, identify trends, and drive continuous improvement.
Skills & Experience:

Strong leadership abilities with a talent for inspiring and motivating teams.
Capacity to thrive in high-pressure environments while maintaining quality and consistency.
Demonstrated problem-solving skills and a proactive approach to overcoming challenges.
Previous experience or a keen interest in the industry is advantageous.
Excellent multitasking, prioritisation, and time management skills.
Proficiency in process improvement, coaching, and staff development.
Outstanding communication and interpersonal skills.
Proven track record in customer service or a related field.
Proficient in computer systems and software applications.
Person Profile:

Ability to remain composed under pressure.
Strong leadership qualities.
Exceptional communication abilities.
Empathetic nature and enjoys working with people.
Dedicated to delivering exceptional service.
Promotes a positive work environment.
Effective problem solver.
Reporting to: Head of Customer Experience
Direct Reports: Customer service team members
Hours: 9-5, Monday to Friday (Office Based)
Competencies:

Teamwork
Customer-first mindset
Pioneering spirit
Company awareness and understanding