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Customer Service Team Leader
Basildon
Salary £30,000 - £32,000
CCR is proud to be supporting a services provider relating to Equipment Hire within their specialist sector. Hiring for a Customer Service Team Leader (Call Centre Team Leader) managing a team of up to 10. This person will have a focus on personnel management, setting and monitoring of KPI's, and ensuring SLA agreements at met.
Working hours Flexibility is needed, one in three weekends with the two days off that week.
A car driver is required due to the office location.
Duties:
Ensure all calls are taken in a timely manner and managed well amongst the team.
Speak with long established accounts and customers daily both by phone and email
Ensure relevant reports are in place, up to date and added to the system in time
Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
Manage the teams holiday rota & sickness and manage the Call Centre shift rota pattern to always ensure required coverage.
Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
Use CRM system to manage the functions of receiving, analysing, resolving and documenting customers issues and complaints in accordance with the organisations requirement
Assist with any administrative duties as required
Assist Call Centre Agents where necessary
Benefits:
Life insurance
Company pension
Free parking
On-site parking
Experience:
Team leader or management experience
Experience setting and monitoring KPI's and working within strict SLA's
Experience leading a team in a call centre, service managed environment
