Customer Service Team Leader
Central London

About the Role

We are looking for an experienced Customer Service Team Leader for a fantastic, rapid paced, exciting business based in Central London (Hybrid working).


PURPOSE OF THE ROLE

• Reporting to the Customers Services Manager, you will be responsible for overseeing all day to day operations for your UK Market.
• Managing any escalations, motivating, leading, training and developing a large team of Customer Care Agents (Ranging from approx 20-40 in peak).Thoroughly understand customers' voices in order to improve customer satisfaction.
• Strive to achieve department KPI’s.
• Working closely with key stakeholders able to implement changes in policies and procedures in ensuring high levels of customer service are always met for your market.

• Outstanding written and oral communication skills IN English, with the ability to understand and respond to customer issues.
• Experience in people management.
• Contact Centre Industry
• Computer literate in all Microsoft packages with the ability to learn new skills.
• Must be organised, with a high sense of priority.
• Be flexible with assignments and operational changes with some expectations for overtime.
• A keen interest in websites and their functionality; ecommerce, email communication and online marketing and merchandising.
• High levels of numeracy, accuracy, and attention to detail.
• Strong work ethic can work independently and as well as part of a team.
• Excellent interpersonal skills and the ability to build and maintain strong relationships at all levels of the business and with external suppliers and providers.