Customer Service Team Leader

Job Type:
Job Sector:
Customer Service
North East
Salary Description:
£11 - £11.50 per hour
Job Ref:

Our client is looking for an expeirenced customer services team leader to support the Customer Services Manager in all aspects of the organisation, administration and management of Customer Services, deputising in the Manager's absence. To represent Customer Services as required. Responsibilites Providing prompt and efficient face to face and telephone services that aim to resolve all customer enquiries at the first point of contact Ensuring that customers are provided with a quality service which meets customer demands, performance targets and reduces repeat enquiries Ensuring the availability of sufficient resources to meet customer demand, organising rotas and deploying additional staff where required Monitoring of face to face enquiries and telephone calls to identify and implement service improvements and staff training needs Actively taking into account the views of customers, including complaints about the service. To provide a prompt and high-quality advice service to all customers To personally deal with and aim to resolve all enquiries received at the first point of customer contact To act as the first point of contact for all escalated customer complaints and enquiries, aiming to resolve these without resorting to the formal complaints process To act as the first point of contact for all staff enquiries and complex cases To deal with e-mails and other correspondence. Requirements 3 years' experience of working in a Customer Services environment 3 years' experience of working with members of the public in a high-volume environment dealing with sometimes angry and aggressive customers Experience of interpreting legislation, policy or procedures to give recommendations and advice Understanding of data protection principles and information security Experience of motivating, managing and leading staff, including giving advice, guidance and managing performance development. Please apply online for consideration.

Contact Details:
Tel: not in use
Contact: Kris Clare

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