We are pleased to be partnering with an established and highly successful business based in the Watford area to recruit an experienced Customer Service Team Leader to take day to day ownership of a team of 8. The role will ensure the team provides the highest level of office based service to the contacts of the account managed customers whilst also supporting the sales team who are based in the field.

We are looking for candidates with experience of managing and coaching a high performing team within a customer service or contact centre environment. The role is office based so candidates must have the ability to work in their offices in Watford.

Duties to include:

• Ensure the team deliver the highest quality work and service to our customers
• Act as the escalation point for the team, account managers, other line managers and customers
• Coach the team to be their best through all and any medium of communication
• Champion the customer experience and journey across departments, especially where there are handoffs
• Challenge why we do things and always look to exceed customer expectations
• Manage relationships with our third party suppliers to ensure that processes are completed within SLAs
• Ensures inductions are consistent, thorough and effective and inspiring
• Continual training (processes, industry, legislative, systems, product) that ensures everyone is performing at the required standards
• Set inspiring team and individual SMART objectives
• Hold monthly 1-2-1 meetings with each member of the team to review progress and achievement, highlighting and identifying opportunities to improve and develop
• Motivate the team by setting creative incentives to achieve goals, especially during challenge times
• Understands and leads the team with regard to how they impact team and business KPIs
• Forward planning of holiday cover and projects
• Manage, monitor and report on individual and team performance
• Share team statistics and performance
• Set and adhere to team SLAs and KPIs
• Identify problem areas and blockers
• Ensuring compliance of team with GDPR guidelines
• Take responsibility for the accuracy of tasks where invoicing or payments are required
• Monitoring and recording of goodwill and credits
• Ownership and involvement for escalated complaints, especially where errors are concerned

Candidate requirements:

• MUST have experience of managing/supervising teams in an OFFICE based customer service environment
• Excellent leadership skills
• Ability to motivate teams and get the best performance from them

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent and temporary recruitment with areas of expertise including; administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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