This is an exciting role that will oversee the customer service team to consistently deliver a great customer experience in every interaction by truly putting the customer at the heart of everything you do and focusing on the customer standards. You will effectively communicate, coordinate, mentor, and support the team to ensure that outstanding performance is achieved and who can themselves demonstrate an uncompromising focus on the customer experience.

You will ensure that the team follow the processes and practices required to meet the needs of our customers whilst supporting the company brand, vision and commercial growth plans. Working closely with the Customer Success Director you will lead the way for our team to ensure great standards and exceptional service are delivered every day.

Responsibilities:

• Participate in the day-to-day customer service activities including answering the telephone and supporting with customer queries as the demand requires.

• Assist with effective liaison, support and assistance between the customer services department and the rest of the organisation.

• Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities.

• Use the CRM system (when implemented) to manage the functions of receiving, analysing, resolving and documenting customers’ issues and complaints in accordance with the organisation’s requirements.

• Assist with developing plans for customer service activities to include customer management to achieve satisfaction targets.

• Provide support to all other departments with customer service and related issues.

• Set actions and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met.

• Reporting (content and format as agreed) on a monthly basis or as otherwise required.

• Contribute towards plans for team activities to include strategy to achieve agreed targets.

• Assist with preparation and agreement of individual action plans and targets for all team members.

• Set an example for team members of commitment, customer service activities, work ethics and habits, and personal character.

 Your Current Skills and Abilities:

• Minimum two years’ experience of customer service team leader responsibilities or can demonstrate equivalent leadership skills.

• Knowledge and experience of holding regular team meetings, individual 121s and annual appraisals setting team member objectives and monitoring progress.

• Is customer centric with a passion for driving service excellence.

• Holds a positive forward-thinking approach.

• Knowledge of working with a CRM system and utilising performance data would be beneficial.

• Strong communication and collaboration skills, with the ability to work individually, as well as in a team.

• Self-motivated and able to prioritise and manage own workload.
  

What We Offer:

• You’ll join a friendly, creative, and down-to-earth diverse and inclusive team

• Staff discount and other team benefits

• Exciting career development possibilities

• Regular team social events

• 33 days holiday (including Bank Holidays)

• Typical Hours: 9:00am - 5:00pm 5 days a week

• Salary: Dependent on experience