Senior Customer Service Representative

Are you a Customer Service professional looking for a new challenge?

Are you passionate about identifying knowledge gaps and delivering effective training to support team growth?

Do you thrive on managing workloads to meet KPIs and enjoy coaching and mentoring others?

If so, this opportunity with our market leading client as a Senior Customer Service Representative within their busy Customer Operations division might be perfect for you.

Working closely with the team managers you will help plan and execute day-to-day team operations, workload distribution, and KPI achievement.

Key responsibilities include:

• Identify, plan, and deliver training to Customer Service Representatives on projects, new products, and procedural changes.
• Lead induction processes for new starters and provide compliance training as required.
• Provide first-line support for the team’s processes and closely monitor service levels for priority customers.
• Maintain and update process guides to ensure accuracy and relevance.
• Support quality evaluation and address client feedback to enhance processes and provide further training.
• Manage workload effectively to achieve KPIs and maintain high levels of customer service.

To be considered, you will have:

• Experience in customer service with a focus on training and maintaining training materials preferred.
• Ability to devise and deliver effective training plans.
• Strong skills in workload management to achieve KPIs.
• Coaching or training experience, with the ability to provide constructive feedback.
• Excellent customer service skills with a keen attention to detail.
• Ability to work independently and manage own workload effectively.

This is an office based position Mon-Fri, 9am-5pm for an initial training period, with the opportunity for hybrid working after this, minimum 2-3 days in the office.

In return for your expertise our clients offer free on-site parking, a generous pension, private healthcare and 30 days holiday plus Bank Holidays.

To find out more about this fantastic opportunity please call the office or send your CV to apply.