Job Title: Customer Service Team Leader

Location: Chester

Salary: £29,000 - £31,000 per annum

Job Type: Full time, Permanent

The hours of work are: Monday-Friday 8:30am-4:30pm

Are you interested in a career with WSA?

Due to continued growth at our Chester office, we have an exciting opportunity of Customer Service Team Leader within our Customer Experience team.

WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years' experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.

Key Responsibilities:

The successful candidate will:

Be the first point of contact for B2B customers
Provide level 1 support of handling all incoming interactions and escalating as per correct procedures
Handle high inbound call volumes whilst also maintaining interactions via live chat and case management
Accurately enter and maintain data in the CRM system
Understand and confidently discuss product portfolios across multiple brands with B2B customers
Work towards set KPI's and Targets
Effectively handle complaints in line with regulatory requirements
Provide trouble shooting solutions to support customer queries
Assist and train customers on specific needs
Assess the training and development needs of team members and ensure this is delivered when required, developing the team into a multi-skilled team that is able to adapt according to business needs
Monitor performance of team members, motivating them through regular feedback and focus on areas of improvement
Assess ways to improve processes where applicable and provide feedback to Management on areas that can be improvedAbout you:

Essential Experience

The successful candidate will:

Have Experience in leading teams successfully whilst providing assistance and coaching to team members
Must have experience of setting, maintaining and meeting personal and team KPI's
Be motivated and driven to offer outstanding customer experience in every customer interaction including inbound/outbound calls, emails, and live chat
A keen eye for attention to detail
Ability to multitask, updating cases in CRM during call handling
Capability to learn complex product portfolios
Experience of maintaining data in CRM to enable reporting and analysis of trends
Case management experience
Ability to manage own workloads and prioritiesBenefits:

The Customer Service Team Leader will be rewarded with a fantastic benefits package including:

26 days annual leave plus bank holidays
Company bonus scheme
Contributory pension scheme
Life assurance
Free onsite parking and moreThis is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.

If you have previous experience in customer service and are interested in learning more about the vacancy, we'd love to hear from you!

Candidates with experience of: Service Delivery Manager, Senior Customer Service Representative, Client Services, Senior Client Services Executive Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Manager, Team Manager, Admin Team Leader may also be considered for this role