Customer Service Team Leader

I have an excellent opportunity for a Customer Service Team Leader to work for a major company based in Solihull.

Customer Service Team Leader

3 months Initial Contract

Solihull

Job Purpose:

Lead the delivery of customer operation services for Smart's customers, maximising the customer service experience and overall service effectiveness whilst ensuring commercial interests are maintained.

Key Tasks:

• Lead a team to optimise productivity and quality, initiate action to address resource shortfalls or productivity gaps.
• Understand and anticipate the needs of customers. Deal with complex customer issues, maximising the opportunities to deliver service excellence and create a positive perception of the business.
• Provide strong leadership to the team, setting direction and creating an environment that inspires delivery of exceptional performance.
• Plan the optimal resourcing levels to deliver agreed services and meet the agreed business plan. Manage team productivity and development, initiate action to address resource shortfalls or productivity gaps.
• Identify opportunities for process improvements to existing working practices, assessing impact of change requests from other parts of the business on own operation.
• Create an energetic, enthused, motivated and customer centric working environment that is open and honest within the Smart Centre.
• Ensure relevant skills are balanced within the Smart Centre and training needs are highlighted to the Training Lead.
• Deliver Smart Centre processes and services in a timely and cost effective manner and consistently challenge our ways of working to look for possible improvements.
• Identifying development needs and creating individual development plans where required including talent spotting for succession planning.
• Produce standard and non-standard MI reporting to identify trends and continually improve performance within the Smart Centre.
• Consistently challenge the Smart Centre ways of working in order to incite process efficiencies and achieve optimal levels of Customer Satisfaction.

Key Skills:

• Computer literate with basic understanding of MS Office.
• Exceptional Customer Service skills, continually looking at ways to improve the service we offer.
• Innovative and resilient in order to create the future of the Smart Centre.
• Excellent verbal and written communication skills to ensure successful relationships are established and maintained.
• Able to work on their own or collaboratively as part of a team in a dynamic environment.
• Desire for self-development and business development to ensure the Smart Centre is successful.
• Process driven with logical and analytical thinking with the ability to resolve problems quickly and effectively.
• Attention to detail in order to support continuous improvements.
• Consistently work towards set objectives and tight deadlines.
• Strong communication and negotiation skills.
• Ability to interrogate the system to deliver bespoke MI.
• Ability to devise and implement work around solutions.

For more enquires please contact-

If you feel you have relevant skills for the role then simply attach an up to date CV and click apply now.

Applicants should show all skills on their CV.