Brook Street

Customer Care Team Leader

Brook Street
Croydon, Surrey, England
£22000 - £24000 per annum
20 Feb 2018
20 Mar 2018
Croydon Branch
Contract Type
Full Time

We are looking for a Customer Care Team Leader who has a minimum of 1 years' experience as a Team Leader in a previous role.

We need somebody who is used to handling escalations, managing queries and looking after a team.

Customer Care Team Leader
What does the role entail?
The role of a Customer Care Team Leader is a key position within our company because you are the voice of our organisation and customers. You are highly valued as our customer's primary point of contact and you care about helping others. The customer experience is at the forefront of all you do, exceeding expectations at every turn. You are a listener, problem solver and believe in quality. You enjoy being on the phone and customers hear your smile as you patiently help them find resolution. You will also enjoy putting a fix into place so that the same negative experience does not happen again and affect other customers.

You also lead the team and inspire them to care and look after the customer. You invest and develop the team by training and example and you look after them to ensure that they give the best service possible. You report to the Customer Experience Manager and work together on making the customer experience as good as it can be.

Your responsibilities will include:

" Due to your expanded knowledge and skill set, you will handle more complex/escalated calls.
" You will manage and distribute support logs and daily tasks fairly.
" Monitor performance to ensure team members priorities tasks accordingly.
" Because every customer is different we expect you to take the initiative to truly understand our customers' current challenges, solve them, and use your expertise to proactively help them avoid future challenges.
" Provide guidance, training and coaching to other team members.
" Always follow internal policies.
" Ensure the team prioritise and find a resolution for the customer where possible by the close of business.
" Consider workload management to ensure the team has enough cover on any given day.
" Build a rapport with our suppliers and couriers when raising investigations and escalating on behalf of yourself and team when needed.
" Assisting the returns department with booking collections and returns queries.
" Raising and monitoring the courier claims across the department.
" Driving the team to be proactive and advising customers of any courier delays.

Who are we looking for?
You'll enjoy talking to customers and be passionate about what we do and the service that we provide. We are looking for somebody who consistently leads by example, who is enthusiastic and motivated in everything they do. You'll be a team player and guide, providing guidance, training and coaching. You will have the ability to manage high volumes of calls and queries. You will have a desire to make a difference, in your development and within the business.
We work in a fast paced environment so you'll need to work well under pressure. You'll also need to be comfortable dealing with potentially difficult situations, such as complaints and will take a positive approach to make improvements for the future.
Most importantly you'll need to be passionate about continuously delivering a superior customer experience.

Which skills are required?
" Excellent complaint resolution skills.
" Ability to build positive rapport with customers.
" Decision making skills.
" Attention to detail.
" Good literacy and the ability to communicate with customers by email and letter.
" Strong IT skills.
" Organisation skills.