Customer Support Team Leader

Role title: Customer Service Team Leader.

About the role.

The service department helps customers across two critical areas; set up and training during their first 30 days, and post-setup care and support. As an enthusiastic Customer Service Team Leader, you will be responsible for leading and motivating the Customer Service Team. You will coach the customer service consultants to handle customer queries effectively, deliver an outstanding experience to customers, and achieve their revenue targets. You will need to be highly organised, a great team player, and driven to provide and develop exceptional customer service.

Responsibilities.

• Lead, motivate, coach and develop the Customer Service Team to deliver industry-leading customer service
• Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
• Coordinate your team's workload by setting expectations at the start of each day and managing team and individual sales targets
• Effectively recruit and onboard new team members
• Ensure excellent customer service across your team with effective call monitoring and coaching.
• Manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation
• Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Customer Engagement Team
• Manage customer satisfaction through surveys and back-office satisfaction
• Ensure the team accurately input and process data on the company's CRM system
• Effective risk management and ensure effective cover of management
• Escalate relevant technical issues using data to confirm the scale of the issue

Location: Norwich

Hours: Monday - Friday - Occasional Weekends