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Job Title: Customer Relations Team Leader
Location : Redhill
OFFICE BASED, FULL TIME
Salary £32000 plus good benefits
Key Responsibilities:
- Manage and motivate team members to maintain and enhance service standards, working effectively to achieve both team and organisational objectives.
- Monitor staff performance, conduct monthly appraisals, and support personal development by identifying and implementing training needs.
- Serve as a point of referral for team members, collaborating with subject matter experts to handle escalated complaints and provide necessary feedback.
- Analyse and improve procedures and processes related to complaint handling to enhance customer experience.
- Respond to customer survey responses promptly, ensuring issues are resolved appropriately.
- Organise and manage team workflow daily to ensure efficient turnaround times in line with departmental SLAs.
- Investigate the root causes of issues impacting customer experience and develop solutions to address these effectively.
- Manage and resolve escalated complaints, coordinating directly with other department managers as needed.
- Proven experience in a team leadership role within a customer care or relations environment.
- Strong ability to analyse performance data and make informed decisions to improve processes and service delivery.
- Excellent communication and interpersonal skills, capable of motivating and leading a team effectively.
- Experience in handling and resolving escalated customer complaints.
- Ability to work independently and manage multiple tasks effectively.
- Commitment to professional development and training of team members.
- Competitive salary package.
- Opportunities for professional growth and development.
- Supportive and inclusive work environment.
