- 4, Isis Business Centre, Oxford, OX4 2RD
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Service Team Leader
The Role
We are seeking a highly motivated and experienced Customer Service Team Leader to join our reputable 30years in business fire and security installation company. As the Customer Service Team Leader, you will be responsible for overseeing the customer service department, ensuring the delivery of exceptional service to our clients. You will lead a team of customer service representatives, providing guidance, support, and training while maintaining a high level of professionalism and efficiency. Your role will be instrumental in fostering positive customer experiences and promoting the company's reputation for excellence. You will lead by example.Key Responsibilities
1. Team Leadership:
- Manage and mentor a team of customer service representatives, providing guidance, training, and performance evaluations.
- Foster a positive work environment, promoting teamwork, motivation, and professional growth.
- Set clear performance objectives using company KPI’s, monitor progress, and provide constructive feedback to team members.
- Promote a customer-centric culture within the team, emphasizing the importance of delivering exceptional service.
2. Customer Service Management:
- Oversee the day-to-day operations of the customer service department, ensuring efficient handling of customer inquiries, requests, contract / project administration and complaints.
- Develop and implement customer service policies, procedures, and standards to optimize customer satisfaction.
- Monitor and analyse customer service metrics, such as response time, call / ticket resolution, and customer satisfaction ratings, to identify areas for improvement.
- Resolve escalated customer issues in a timely and satisfactory manner, maintaining a high level of professionalism and empathy.
3. Customer Relationship Management:
- Build and maintain strong relationships with key customers, acting as a point of escalation for complex issues or special requests.
- Collaborate with other departments, such as sales and operations, to ensure seamless customer experiences throughout the installation process.
- Conduct regular customer satisfaction surveys and gather feedback to identify trends, implement improvements, and enhance overall customer satisfaction.
4. Process Improvement:
- Work with our Customer Success Manager to continually evaluate existing customer service processes and identify opportunities for improvement to Senior management.
- Propose and implement strategies to streamline workflows, increase efficiency, and enhance the overall customer experience.
- Develop and deliver training programs to enhance the skills and knowledge of customer service representatives.
5. Reporting and Documentation:
- Maintain accurate records of customer interactions, inquiries, complaints, and resolutions using company CRM.
- Prepare regular reports on customer service activities, performance metrics, and trends for management review.
- Provide insights and recommendations based on data analysis to drive improvements in customer service operations.