Customer Service Team Leader

TN United Kingdom; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking global organization as a Customer Service Team Leader. This exciting role involves leading a dynamic team, ensuring outstanding customer experiences, and managing key performance indicators. You'll be the first point of contact for B2B customers, handling inquiries through various channels while coaching your team to excel. With a fantastic benefits package, including generous leave and a contributory pension scheme, this is an excellent opportunity for motivated individuals looking to make a real impact in customer service.

Benefits

26 days annual leave plus bank holidays

Company bonus scheme

Contributory pension scheme

Life assurance

Free onsite parking

Qualifications

• Experience in leading teams and providing coaching.
• Ability to manage workloads and prioritize tasks.

Responsibilities

• Be the first point of contact for B2B customers.
• Monitor team performance and provide feedback.

Skills

Team Leadership

Customer Service

CRM Management

KPI Management

Multitasking

Problem Solving

Attention to Detail

Tools

CRM Software

Job description

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The hours of work are: Monday-Friday 8:30am-4:30pm

Are you interested in a career with WSA?

Due to continued growth at our Chester office, we have an exciting opportunity of Customer Service Team Leader within our Customer Experience team.

WS Audiology group was formed in 2019 through a merger with Widex and Signia combining over 140 years’ experience in pioneering the use of technology to help people with hearing loss hear the sounds that make life wonderful! We are active in over 125 markets and employ in excess of 11,000 people worldwide. Our broad portfolio of hearing related products and services generates annual revenues in excess of 2 billion EUR.

Key Responsibilities:

The successful candidate will:

• Be the first point of contact for B2B customers
• Provide level 1 support of handling all incoming interactions and escalating as per correct procedures
• Handle high inbound call volumes whilst also maintaining interactions via live chat and case management
• Accurately enter and maintain data in the CRM system
• Understand and confidently discuss product portfolios across multiple brands with B2B customers
• Work towards set KPI’s and Targets
• Effectively handle complaints in line with regulatory requirements
• Provide trouble shooting solutions to support customer queries
• Assist and train customers on specific needs
• Assess the training and development needs of team members and ensure this is delivered when required, developing the team into a multi-skilled team that is able to adapt according to business needs
• Monitor performance of team members, motivating them through regular feedback and focus on areas of improvement
• Assess ways to improve processes where applicable and provide feedback to Management on areas that can be improved

About you:

The successful candidate will:

• Have Experience in leading teams successfully whilst providing assistance and coaching to team members
• Must have experience of setting, maintaining and meeting personal and team KPI’s
• Be motivated and driven to offer outstanding customer experience in every customer interaction including inbound/outbound calls, emails, and live chat
• A keen eye for attention to detail
• Ability to multitask, updating cases in CRM during call handling
• Capability to learn complex product portfolios
• Experience of maintaining data in CRM to enable reporting and analysis of trends
• Ability to manage own workloads and priorities

The Customer Service Team Leader will be rewarded with a fantastic benefits package including:

• 26 days annual leave plus bank holidays
• Company bonus scheme
• Contributory pension scheme
• Life assurance
• Free onsite parking and more

This is a fantastic opportunity for the right candidates to join a forward thinking, fast paced global organisation.

If you have previous experience in customer service and are interested in learning more about the vacancy, we’d love to hear from you!

Candidates with experience of: Service Delivery Manager, Senior Customer Service Representative, Client Services, Senior Client Services Executive Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Manager, Team Manager, Admin Team Leader may also be considered for this role.