Customer Service Team Leader

Harrison Scott Associates; North West Leicestershire; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading print and communications company seeks a Customer Service Team Leader to manage Account Managers and improve customer service quality. This role requires proven leadership experience in the printing industry, with a focus on establishing strong customer relationships and optimizing processes to ensure client satisfaction. The ideal candidate will have excellent problem-solving skills and a passion for enhancing service quality.

Qualifications

• Proven experience managing a customer service team, preferably in a printing environment.
• Strong communication skills for client interactions.
• Desire to improve processes and service quality.

Responsibilities

• Manage and develop customer relationships while ensuring SLAs are met.
• Lead and develop a team through mentoring and training.
• Review and improve processes for efficiency.

Skills

People Management

Customer Relationship Management

Problem Solving

Attention to Detail

Analytical Skills

Job description

Job Title: Customer Service Team Leader

Location: East Midlands

Reference: J3364

Contact: Telephone: [phone]

Categories: , , , ,

We have a great opportunity to join a print and communications giant. Their turnover dominates a large portion of the market, and they have undergone further expansion with unparalleled resources and financial backing.

This market leader is looking for a solution-oriented problem solver from the printing industry who can deal with difficult client situations efficiently and satisfactorily. A candidate experienced in generating innovative solutions to meet customer requirements will be ideal for this role.

As a Customer Service Team Leader, you will be responsible for managing a team of Account Managers within a busy Customer Services Department. Your team will cover various sectors with both internal and external clients, and you must develop and manage this team to its full potential.

Supporting the company's goal of providing excellent customer service, you will build strong, lasting relationships with customers. The role requires proven experience in managing a customer service team, preferably in a printing environment with strict deadlines. Excellent people management and customer relationship skills are essential, along with a desire to improve processes and service quality.

Accountabilities:

• Manage and develop customer relationships through regular communication, ensuring SLAs are met and service expectations are fulfilled.
• Lead and develop your team of Account Managers through regular meetings, mentoring, coaching, appraisals, and training, ensuring proper documentation.
• Provide necessary training and instruction, maintaining records of all activities.
• Review and improve processes for efficiency and effectiveness.
• Coordinate pricing for clients on new products, produce proposals, and maintain rate cards. Validate all billing at month-end.
• Advise customers on products, services, design, and production methods, understanding data formats, manufacturing capabilities, and postage options.
• Understand sector-specific document lifecycles and ensure timely responses to client requests and complaints, including participating in service reviews when required.

The ideal candidate will demonstrate emotional resilience, analytical skills, and high organization. Attention to detail and excellent communication skills are crucial to ensure high-quality client interactions.