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- Overseeing the daily operations of the customer service team, ensuring they meet performance goals and maintain high levels of customer satisfaction.
- Providing training and mentoring team members to enhance their skills and performance.
- Handling complex client cases, ensuring they are resolved promptly and satisfactorily.
- Monitoring and evaluating the performance of team members and providing feedback.
- Compiling and analysing performance data to measure productivity and goal achievement.
- Reporting to management.
- Leading and managing the team to ensure exceptional service delivery.
- Driving efficiencies by changing processes and investing in new software.
- Representing the team internally at leadership meetings, requiring confidence and strong communication skills.
- Excellent communication and interpersonal skills.
- Strong organisational skills and attention to detail.
- Proven experience in leading a team.
- A strong background in customer service.
- Excellent verbal and written communication skills.
- Experience in training and mentoring team members.
- Experience in implementing changes to improve team efficiency.
