Customer Service Team Leader

The Best Connection are looking for Customer Service Team Leaders for a new opportunity in Buckshaw Village, Chorley.

Job Description:

Serve as the first escalation point for both the customer service coordinator teams and clients.

Rollout investigations for all escalated queries for root cause and corrective action

ONLY escalating the very difficult to dos

Act as the first escalation point for issues related to third-party carriers, managing business-as-usual (BAU) issues and queries.

Perform duties of a Customer Service (CS) Coordinator, managing day-to-day operations.

This is a working role so TLs are expected to answer phone calls and manage/pick from queues

Update CRM queues and provide daily overviews to ensure efficient case management.

Monitor and highlight active and aging cases, supporting the team in clearing down cases.

Ensure timely and effective resolution of customer issues.

Act as a client champion, leading and managing client relationships, especially during intensive care periods.

Going back to client with root cause and corrective action to all queries escalated

Lead weekly client calls, addressing and escalating ongoing troublesome issues that are difficult to close.

Desired Experience:

Demonstration of managing a small team
Has been first escalation point within a TL role or similar
At least 2 years experience within customer services
Can demonstrate dealing with difficult complaints to resolution
Dealt with team issues such as disciplinaries
Has ran 1-2-1's with team members and can demonstrate an ability to work with differing departments
Strong complaints handling experience
Shifts:

37 hours per week
working between 0800am - 06.00pm

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