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Customer Services Team Leader

Posted 7 September by YOLO Recruitment Limited Ended

Customer Services Team Leader

Our client is seeking a confident individual that enjoys customer interaction to join their busy customer service team, based in Stanmore.

Customer Services Team Leader Job Role:

To assist with the day to day management of the operation across all shifts.

To lead, motivate and inspire the team to provide every customer with a truly unique shopping and service experience that is second to none.

Key Responsibilities

• Manage the day to day operation. To delegate workloads across the team; set measurable targets to achieve business KPI’s and department SLA’s.

• Act as the final point of escalation within the team for customer enquiries and complaints with positive resolution.

• Assist with the creation and management of the team rota and delivering the best service within budget. Ensure that all members of the team are schedule adherent on a daily and weekly basis.

• Develop new processes and procedures where required to maximise continuous sales and service improvements.

• Monitor individual, team and department performance identifying service needs and improvements through team meetings and data analysis.

• Responsible for completing any HR administration for all direct reports including new starters, leavers and return to work interviews.

• Effectively communicate business updates, marketing promotions and any other information to the team.

• Assist with the recruitment process of new team members.

• Assist with the upkeep and submission of Monthly Payroll.

• Assist the Head of Customer Service in building strong working relationships with key stakeholders and business partners and developing product and service reports for business improvements. Personal Specification

• Team Leadership Experience within retail or Contact Centre Operations.

• Excellent Communication and Organisation Skills.

• Strong Problem solving and decision making abilities.

• Experience working in fast paced, change oriented environments.

• Proficient in Excel and word.

Working Hours: Full time position covering a rotating shift pattern to cover the customer service operating hours of 6am - 10pm Monday - Sunday.

If this Customer Services Team Leader position sounds of interest to you, please send your updated CV to YOLO Recruitment.

Required skills

  • Customer Interaction
  • Team Leader
  • Team Leadership
  • customer services
  • team manager

Reference: 33252958

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