Customer Service Team Leader

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

Job summary

A leading fintech company in Norwich is seeking a Customer Service Team Leader to enhance team performance and customer satisfaction. Responsibilities include coaching the team, managing workloads, and ensuring exceptional customer service. The ideal candidate should have strong leadership skills and a proven track record in customer service. This role offers benefits like 20 days annual leave, company equity scheme, and celebratory events. Join us to support our mission of helping small businesses thrive.

Benefits

20 days annual leave plus bank holidays

Company equity scheme (available after 1 year service)

Company celebratory events (summer and winter)

Qualifications

• Demonstrated experience in leading and motivating teams in a customer service environment.
• Ability to analyze data for improving performance and customer satisfaction.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, motivate, coach and develop the Customer Service Team.
• Create a positive performance-focused environment in your team.
• Coordinate team workload and manage individual sales targets.
• Effectively recruit and onboard new team members.
• Ensure excellent customer service across the team.
• Manage customer satisfaction surveys.

Skills

Leadership

Coaching

Customer Satisfaction

Teamwork

Organizational Skills

Job description

About the company.

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 30 days, and post-setup care and support. As an enthusiastic Customer Service Team Leader, you will be responsible for leading and motivating the Customer Service 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 all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation
• Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Customer Engagement Team
• Manage customer satisfaction through surveys and back-office satisfaction

Benefits.

• 20 days annual leave plus bank holidays
• Company equity scheme (available after 1 year service)
• Company celebratory events (summer and winter)

Hiring process.

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