The Best Connection Employment Group
Location
Chorley, Lancashire | United Kingdom
Job description
The Best Connection are looking for a CUSTOMER SERVICE TEAM LEADER for a client in Buckshaw Village, Chorley.
This position is 6 months maternity cover. This may extend to a permanent role with how business demands are increasing.
Purpose:
To manage team activity ensuring client coverage of tasks and shifts. To be the first point of escalation regarding more complicated customer service issues.
Main Duties & responsibilities:
- Monitor and investigate all CRM complaint data weekly to support CI projects for clients and internal processes.
- Monitor and support STL with team absence and sickness
- Ability to collate and present client data.
- Carry out 1-2-1 and updating of training matrix
- First point of customer escalation and empowered to resolve.
- All duties undertaken by Customer Service Advisor if required to enable understanding.
- Make commercial decisions regarding couriers, discretionary credits (within agreed guidelines) etc.
- To monitor and adjust rota of front-line Customer Service Advisors to deal with required departmental cover
- Run reports, produce data and graphs as required. To monitor and address order pipeline / returns pipeline issues
- Prepare and issue bulletins to agreed client formats
- To act as departmental trainer for newly appointed staff undertaking permanent and temporary customer service advisor role
- Manage key direct dealing customer’s accounts in terms of ensuring orders are placed and managed to meet customer requirements.
- Dealing with other workers (complaints, queries etc)
- Performance management of employees
- Managing and closing out difficult escalations
- Strong leadership qualities
- Case quality and monitoring tools to support staff development
Knowledge, Skills, Qualifications and Experience:
- English and Maths (GCSE A – C or equivalent)
- Detailed knowledge of in-house processes, policies and procedures
- Minimum of two years customer service experience
- Customer handling
- Team Leadership
- ERP
- Microsoft Office
- Use of CRM
- Generating report
- Continuous Improvement projects experience
- Evidence of working with multiple departments to drive change
- Ability to analyse data
- At least 2 years experience with CS role
If you are interested in this position then please apply with your CV or alternatively, you can call us on 01772 201777 to discuss the position further.
Additional Benefits & Requirements
- 28 days Paid Annual Leave pro-rata for PAYE (inclusive of statutory holiday)
- Canteen
- Hourly rate as above (not age dependent)
- Ongoing Assignment
- Possible permanent position following a successful trial period
- Training Provided
Job tags
Salary
