Customer Service Team Leader

THE OPPORTUNITY:

Macildowie are currently recruiting for a Customer Service Team Leader working for a business based in Wigston, Leicester. In this role you will be responsible for the Customer Service Centre Team to identify, develop and implement customer service process improvements.

This is a permanent full time position which offers hybrid working.

THE ROLE & YOUR RESPONSIBILITIES:

Managing one of the Customer Service Centre teams, providing them with positive support, advice and encouragement in their development, providing cover in the absence of the other Team Leader.

Allocating in-bound workloads and developing specific programmes of activity, such as outbound calling and emailing to customer service advisors to meet the needs of training providers and of the membership recruitment, renewal and engagement programmes, assisting the team with its daily workload as demand occurs.

Monitoring accuracy and efficiency of operational processing and providing a monthly processes performance report to the Manager - Customer Service Centre, with recommendations for change or development where appropriate.

Working with the IT and Digital teams to scope and test developments to related systems, resolving any issues and reporting to the Manager - Customer Service Centre as appropriate.

Providing analysis and reports on membership and training provider activity to identify patterns of behaviour and opportunities for development.

Ensuring that their team provides a first-class customer service experience to members, training providers and delegates.

Defining and developing processes and procedures relating to training providers and membership within ISO standards, as required.

Contributing to projects as required and identifying improvements to Customer Service Centre processes.

EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:

Experience of managing a team and/or project

Experience of supervising and motivating others evaluating work performance and providing feedback and guidance

Experience of communicating complex concepts via telephone, face-to face and in writing

Experience of presenting to large and small audiences using PowerPoint or other presentation tools

Experience of successfully delivering to identified targets with minimum supervision

Experience of communicating with people at all levels in business

Experience of working without direct supervision inside and outside of the normal office environment

Experience of using multi-relational databases

Experience of coaching and people development

Experience in complaint handling and management

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.