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Customer Service Team Leader

Job Reference:
Recruiter Name:
Parkside Recruitment
Job Type:
Call Centre Team Leader, Call Centre/Customer Service
£28,000 to £32,000 per annum
Contract Type:
Date Posted:

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Our client, a global leader in their industry, is recruiting for a self motivated and sales driven Customer Service Team Leader to join their fast paced contact centre. The purpose of this role is to supervise all activities of the Contact Centre team, ensuring all objectives and customer service levels are achieved. To effectively co-ordinate all coaching / training processes relating to the Contact Centre.

Key Responsibilities;

  • To supervise and monitor all activities carried out within the Contact Centre sales team.
  • To support the Manager in holding regular meetings and briefings with the team and give updates on Company sales, achievements, new products, other company business and performance stats.
  • To support the Manager in all aspects of performance, discipline, timekeeping, absence and holiday rotas.
  • To support the annual and monthly progress and planned meetings with personnel to identify training needs and assist in the content and delivery of said training.
  • To supervise and monitor direct reports.
  • To manage the shift rota to ensure maximum cover on the team at all times, including break times, holiday and sickness.
  • To ensure all calls are handled as per service level agreements.
  • To ensure team targets/KPI's are consistently met.
  • To manage and support projects as required.

Key Requirements;

  • Excellent customer care/service skills.
  • Experience in an office/Call centre environment.
  • Excel/SAP.
  • The ability to learn new systems.
  • Maths and English GCSE grade C or above.
  • Strong team work.
  • Great communication skills, both written and verbal.

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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