Customer Service Supervisor

UK Workers Permit LTD; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A customer service leader company in London is seeking a Customer Service Team Leader to supervise and enhance the performance of customer service representatives. The ideal candidate will lead the team, analyze metrics, and develop training programs. Strong problem-solving skills and experience in customer service operations are essential for success in this role.

Responsibilities

• Supervise and lead a team of customer service representatives.
• Monitor and evaluate customer service performance metrics.
• Develop and implement training programs for staff.
• Handle escalated customer inquiries and complaints.
• Analyze customer feedback to identify improvement opportunities.

Job description

Responsibilities

• Supervise and lead a team of customer service representatives, providing guidance, support, and coaching to ensure team success.
• Monitor and evaluate customer service performance metrics, including call quality, response times, and customer satisfaction scores.
• Develop and implement training programs to enhance the skills and knowledge of customer service representatives.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Analyze customer feedback and data to identify trends and opportunities for improvement.
• Maintain a positive and professional work environment, fostering teamwork and collaboration among team members.
• Create and maintain documentation of customer service processes, procedures, and best practices.
• Stay informed about industry trends, best practices, and emerging technologies to continuously improve customer service operations.
• Perform other duties and responsibilities as assigned by management.