Customer Support Team Leader

Are you looking to advance your career by moving into a Customer Support Team Leader role? If so read on!

Our client is a British technology company and is on a mission to protect and save lives by making innovative home safety products which are simple and accessible. They aim to revolutionize the way business is conducted in its chosen business segments. The business is a leading provider of smoke, heat and carbon monoxide detectors to the retail and trade sectors both in the UK and Europe.

So who are we looking for?

We are looking for an established leader, with a proven track record of leading people in a customer services function. You will be able to engage, motivate and lead a team. You will know the importance of creating a great working culture, not because it sounds good but because you want the best for your team. You have leadership and communication skills and are an innovative thinker who is willing to try new approaches and someone who constantly strives to do better.

The overall focus of this role is to ensure the delivery on key company KPI’s whilst ensuring the customer journey is effortless and of the highest standard.

Requirements

RESPONSIBILITIES

Responsible for leading the Customer Support Team.

Engage and inspire those you lead to achieve their goals & key company KPI’s.

Be an influential coach, mentor and help drive the development of those around you.

Understand people and effectively manage expectations.

Provide help and advice to customers using our products.

Be committed to delivering exceptional customer service by putting the customer at the heart of everything you do.

Keep accurate records of discussions or correspondence with customers & staff.

Creating and implementing reports and providing KPI’s analyzing the customer service levels we provide and identify trends to report back to HOD / rest of the business.

Ensuring that all staff always stay at the correct level of training and be a part of the training process.

Challenge the status quo to do things better, continuously assess our processes and potential improvements.

Able to implement efficiency projects within customer support and support the rest of the business with larger cross-departmental projects.

Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible.

Continue to assess the customer support department for effectiveness and adjust the processes to give the best solution for the customer base.

Desired:

At least 2 years of experience in a customer service senior role in a busy B2C environment

A hunger and excitement to work for a fast-growing business

An interest in automated service solutions: AI / Chatbot

Experience in an engineering/technology led organisation

A willingness to roll-up sleeves, be flexible, and take responsibility

Personal qualities:

A clear and effective communicator

Charismatic with a sense of fun

Desire to succeed and deliver exceptional output

People driven and results orientated

Confident with a strong self-belief and a positive attitude

Problem-solver who takes ownership and will chase down problems to resolution

Benefits

Circa £30k salary

Full time: 37.5 hours a week. Hours: 9.00am to 5.30pm

Private Healthcare Insurance

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