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Customer Service Team Leader
TN United Kingdom
Manchester
On-site
GBP 30,000 - 50,000
Full time
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Job summary
An established industry player is seeking a dynamic Customer Service Team Leader to inspire and manage a team of Account Managers. This role emphasizes customer satisfaction and team support, requiring strong leadership and communication skills. You will drive performance through coaching, quality assessments, and KPI management while fostering a positive work environment. With benefits like holiday entitlement, gym access, and profit sharing, this position offers a rewarding opportunity for those passionate about customer service and team development.
Benefits
Qualifications
- 1+ years of experience managing a customer service team.
- Experience in a software company is preferred.
Responsibilities
- Deliver high-quality service and ensure task completion.
- Provide coaching and feedback to team members.
- Conduct product demos and training sessions.
Skills
Job description
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Manchester, United Kingdom
Customer Service
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Yes
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9b95586eb630
10
26.04.2025
10.06.2025
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Posted On: 6th August 2024
Are you an experienced Customer Service Team Leader looking for a new challenge?
Do you prioritize customer satisfaction while fostering a supportive environment for your team?
If you have at least 1 year of customer service team management experience, preferably within a software company, please apply today!
We are seeking an experienced Customer Service Team Leader to manage a team of 10 Account Managers. Responsibilities include coaching, QA, KPI management, HR issues, escalations, software demos, and supporting team members.
Role Description
Support the BrightHR Activation and Engagement Specialist team, promote best practices, and ensure SLA adherence. Achieve personal KPIs and motivate the team to meet their objectives. Assist in resolving complex technical issues and support the Onboarding Manager in training and career development.
Main Responsibilities
- Deliver high-quality service to clients, ensuring task completion.
- Provide performance reports on KPI and SLA adherence.
- Offer feedback and coaching to team members.
- Conduct regular call quality assessments.
- Lead onboarding and activation targets.
- Contribute to positive online reviews and customer feedback.
- Identify training needs and support career development.
- Resolve complex complaints within SLA.
- Follow and improve processes.
- Conduct product demos for prospects.
- Delegate tasks efficiently.
- Conduct training sessions as needed.
The role may include out-of-hours or weekend work. Candidates should have:
- Excellent customer service skills
- Strong leadership abilities
- Confident presentation skills
- Minimum 1 year of team management experience
Benefits include holiday entitlement, birthday off, discounts, pension, life insurance, employee assistance, profit sharing, gym access, parking, and social events.
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