Customer Services Team Leader

Job Title: Customer Relations Team Leader

Location : Redhill

OFFICE BASED, FULL TIME

Salary £32000 plus good benefits

Key Responsibilities:

• Manage and motivate team members to maintain and enhance service standards, working effectively to achieve both team and organisational objectives.
• Monitor staff performance, conduct monthly appraisals, and support personal development by identifying and implementing training needs.
• Serve as a point of referral for team members, collaborating with subject matter experts to handle escalated complaints and provide necessary feedback.
• Analyse and improve procedures and processes related to complaint handling to enhance customer experience.
• Respond to customer survey responses promptly, ensuring issues are resolved appropriately.
• Organise and manage team workflow daily to ensure efficient turnaround times in line with departmental SLAs.
• Investigate the root causes of issues impacting customer experience and develop solutions to address these effectively.
• Manage and resolve escalated complaints, coordinating directly with other department managers as needed.

• Proven experience in a team leadership role within a customer care or relations environment.
• Strong ability to analyse performance data and make informed decisions to improve processes and service delivery.
• Excellent communication and interpersonal skills, capable of motivating and leading a team effectively.
• Experience in handling and resolving escalated customer complaints.
• Ability to work independently and manage multiple tasks effectively.
• Commitment to professional development and training of team members.

• Competitive salary package.
• Opportunities for professional growth and development.
• Supportive and inclusive work environment.