Customer Service Team Leader

Location: Poole, Dorset

Salary: £32,000 per annum

Hours: Monday - Friday 8.00am - 5.00pm

We are seeking a highly motivated and results-oriented Customer Service Team Leader to join a dynamic team at a leading manufacturer of commercial and residential goods. As a Team Leader, you will be responsible for leading and supporting a team of Customer Service Representatives while ensuring exceptional customer service and achieving key performance indicators.

Main Responsibilities:

Team Leadership:

* Lead, motivate, and mentor the Customer Service team.

* Conduct team meetings, provide regular feedback, and identify areas for improvement.

* Coach and develop team members to enhance their skills and knowledge.

Customer Service Excellence:

* Handle complex customer enquiries and complaints effectively and efficiently.

* Ensure all customer interactions are handled professionally and empathetically.

* Proactively identify and resolve customer issues.

* Build and maintain strong customer relationships.

Operational Management:

* Oversee daily team operations, including order processing, order tracking, and returns management.

* Monitor team performance against key metrics (e.g., customer satisfaction, call handling times).

* Analyse customer data and identify areas for improvement in service delivery.

* Ensure compliance with all relevant company policies and procedures.

Product Knowledge:

* Develop and maintain in-depth knowledge of the full product range.

* Provide accurate and informative product advice to customers and team members.

* Identify opportunities to upsell and cross-sell products.

System & Process Improvement:

* Identify and implement process improvements to enhance efficiency and customer satisfaction.

* Provide system support and training to team members.

* Maintain accurate records and data.

Skills/Experience Required:

* Minimum 2 years of experience in a fast-paced call centre or customer service environment.

* Proven experience in a team leadership or supervisory role.

* Excellent communication and interpersonal skills, both written and verbal.

* Strong customer service orientation with a focus on exceeding customer expectations.

* Proficiency in Microsoft Office Suite.

* Experience with CRM systems is advantageous.

* Ability to work under pressure and meet deadlines.

* Strong analytical and problem-solving skills.

In return for your hard work and commitment, our client offers great benefits, including:

Great team culture, within a supportive, stable and progressive business.

Competitive holiday allowance.

Pension scheme.

Free parking.

External benefits and reward scheme.

Generous staff discount.

Work in a dynamic and supportive team environment