Job Overview

Apply now We have a new and exciting opportunity for an experienced Customer Service Team Leader to join a well established and growing organisation based in Croydon. My client is looking for someone to lead and motivate their existing Customer Service team, you will need to have experience in a similar role and have a proven ability to handle escalated complaints. Key Duties: You will handle more complex/ escalated callsYou will manage and distribute daily tasks fairlyMonitor performance to ensure team members priorities tasks accordinglyProvide guidance, training and coaching to other team membersEnsure the team prioritise and find a resolution for the customer where possible by the close of businessConsider workload management to ensure the team has enough cover on any given dayAssisting the returns department with booking collections and returns queriesDriving the team to be proactive and advising customers of any courier delays Person Specification: You will possess excellent complaint resolution and decision making skillsYou will have the ability to build positive rapport with customersYou will have excellent attention to detail You will have good literacy skills and the ability to communicate by letter and emailYou will posses strong IT skills You will have excellent organisation skills

Key Requirements

Call Centre Complaint Customer Service Management Team Leader