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DATE ADDED: Thu 01/11/2018

Customer Service Team Leader

Farnham, UK
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JOB TYPE: Permanent

SALARY: £23000/annum

Position Overview To provide excellent customer service to our employees and subcontractors, whilst ensuring full compliance with company procedures. The Customer Service Team Leader is required to have a comprehensive understanding of the business and be able to mentor and assist in training Customer Service Advisers. Principal Responsibilities Team Leader · Monitor the activities of the Customer Service Advisers to achieve customer care standards. · Participate in the implementation or improvement of processes associated with Customer Service. · Enhance team performance by assisting with training, coaching and mentoring the Customer Service Advisers in all aspects of their work. · Assist with maintaining the Customer Service Advisers training material to ensure it remains current and up to date. · Collate, prepare, maintain and monitor statistical and key performance information for the team, reporting to the Head of Customer Service on a daily/weekly/monthly basis. · Represent, promote and maintain a positive attitude and image. Customer Service Support · Answer calls in a polite and professional manner ensuring the company policy of ‘excellent customer service’ is maintained. · Ensure all communications are logged in the appropriate record. · Ensure that the company policies and guidance notes are adhered to and maintain a thorough knowledge of such. Be confident in communicating and explaining such processes and procedures to both colleagues and subcontractors. · Routinely make outbound calls to chase for outstanding documentation and to follow up on enquiries. · Understand the process for escalation and resolution of sensitive matters or complaints. · Ensure that service calls are actioned, following the relevant script/process on request. Customer Service Onboarding · Contact all new operatives and compliantly engage them in line with SDC rules and legislation guidelines. · Complete scripted calls, ensuring all regulatory and compliance requirements are met in line with the ‘Rights to work’ legislation. · Accurately enter all operative details onto Merit and ensure that all records are up to date with relevant compliance information · Relay all appropriate information to the Client and to the appropriate internal teams Skills, Knowledge Experience · A passion for great customer service · Displays excellent communication and listening skills at all times · Friendly and approachable · Ability to work to targets · Ability to successfully resolve complaints/issues · Attention to detail when completing documentation and updating system · Flexible attitude · Good time management and organisational skills, with ability to multitask · Work as part of a team to achieve the departmental standards and objectives · Work effectively with other departments to maintain excellent standards of service · Show a professional manner at all times Hours of Work · Hours: Shifts covering 8.00am – 6.00pm with 1 hour for lunch (Mon-Thurs) and shifts covering 8.00am – 5.00pm with 30 minutes for lunch (Fri)
Role: Customer Service Team Leader
Job Type: Permanent
Location: Farnham, Surrey,

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