Customer Implementation Team Leader

Epos Now Group; Norwich; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading fintech company in the United Kingdom is seeking an enthusiastic Customer Service Team Leader to lead and motivate their Customer Implementation Team. You will be responsible for delivering outstanding customer experiences and achieving revenue targets through effective coaching and management of your team. This role offers opportunities for career progression and uncapped commission based on performance, alongside a comprehensive benefits package including annual leave and a pension scheme.

Benefits

Career progression

Uncapped commission

20 days annual leave

Company equity scheme

Company pension scheme

Qualifications

• Experience in leading customer service teams.
• Ability to analyze data to improve performance.
• Strong interpersonal and communication skills.

Responsibilities

• Lead and motivate the Customer Service Team.
• Analyze team performance and customer satisfaction.
• Coordinate team workload and manage sales targets.
• Recruit and onboard new team members.
• Ensure accurate data processing in the CRM.

Skills

Team leadership

Customer service excellence

Data analysis

Organizational skills

Tools

CRM systems

Job description

Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.

With an inclusive culture, we aim to support every employee with a personalised progression plan to identify a clear and achievable career path for success.

About the role

The service department helps customers across two critical areas; set up and training during their first 45 days, and post-setup care and support. As an enthusiastic Customer Service Team Leader, you will be responsible for leading and motivating the Customer Implementation Team. You will coach the customer service consultants to handle customer queries effectively, deliver an outstanding experience to customers, and achieve their revenue targets. You will need to be highly organised, a great team player, and driven to provide and develop exceptional customer service.

Responsibilities

• Lead, motivate, coach and develop the Customer Service Team to deliver industry-leading customer service
• Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
• Coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
• Effectively recruit and onboard new team members
• Ensure excellent customer service across your team with effective call monitoring and coaching.
• Manage customer satisfaction through surveys and back-office satisfaction
• Ensure the team accurately input and process data on the company’s CRM system
• Effective risk management and ensure effective cover of management
• Escalate relevant technical issues using data to confirm the scale of the issue
• Management of customer satisfaction through end of call surveys, case management surveys and back office satisfaction
• Escalation of hardware and software issues as soon as they arise utilising data to confirm

Benefits

• Career progression and increased basic salary achievable by reaching revenue and customer satisfaction targets.
• Earn uncapped commission through our inbound sales approach.
• 20 days annual leave, plus bank holidays
  
• Company equity scheme (available after 1 year service).
• Company celebratory events (summer and winter).
• Company pension scheme.

Hiring process

Successful candidates will have a short screening call with RecruitmentJunky, before being invited for an interview with a hiring manager.