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DATE ADDED: Thu 25/10/2018

Customer Service Team Leader/Supervsior

Wellingborough, UK


Job Description

Our client is recruiting an experienced customer service specialist on a permanent basis to co-ordinate the work flow for the team of Customer Service Administrators and provide support to the Customer Service Manager.


  • Responsible for the day-to-day coordination of the team, ensuring a 1st class customer experience is delivered at all times.
  • Training new team members and developing existing ones in line with company culture and expectations.
  • Ensure workload is planned to meet SLA's and escalate to management if additional support is needed.
  • Create and maintain reports to track the department KPI's and manage performance of team and contact centre.
  • Coaching team to in decision making relating to customer cases, determining appropriate compensation levels and resolutions.
  • Dealing with escalated customer complaints and providing timely responses.
  • Co-ordinate the day-to-day operational relationship with 3rd party contact centre, by writing template responses, ensuring that the company are operating within SLA, preparing them for new project launches.
  • Undertake monthly trend analysis on the service, highlighting regularly any areas of concern in relation to contact volume drivers, generating resolutions and implementing change.
  • Suggest website changes to reduce contact volume.
  • Writing and maintaining SOP's that are trained out and adhered to.


  • Ability to build productive and effective relationships with internal and external stakeholders, (e.g. Brands, 3rd party contact centre, customers).
  • Energetic and enthusiastic individual with previous experience working in a fast-paced customer facing environment and a passion for delivering great service.
  • Previous supervisory experience, also the ability to speak a 2nd language (French or German preferred), would be advantageous.
  • Strong communicator with excellent telephone manner and written skills, with a flexible and adaptable approach to any challenges that may arise, and the ability to remain calm.
  • Organised individual with an eye for detail, who is able to prioritise and manage their own time and workload, as well as the workload of the department
  • Good I.T skills in the MS Office package and experience using customer/order management systems would be an advantage
  • Social media savvy with experience of working in this medium.
  • A solid understanding of how to talk to customers across the spectrum of communication method

If you feel this could be the role for you, email your CV now.

Role: Customer Service Team Leader/Supervsior
Job Type:
Location: Wellingborough,

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