Customer Service Team Leader

Prince Personnel; Telford; Presencial; GBP 27.000 - 30.000; Jornada completa

Descripción de la vacante

Prince Personnel in Telford is recruiting a Customer Service Supervisor to join a growing business and support the daily operation of a busy customer service department. This is a great step for an experienced customer service professional seeking a supervisory role or to further develop leadership experience.

Working closely with the Operations Manager, you will guide the team, handle escalated inquiries, and help ensure a high standard of service across all customer interactions while

Formación

• Previous experience within a customer service environment.
• Experience supporting, coaching, or supervising team members.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage competing priorities in a fast-paced environment.
• Exceptional organisational skills and attention to detail.
• Confidence using CRM systems and learning new technologies.
• Professional, customer-focused approach with a commitment to delivering outstanding service.
• Strong teamwork and stakeholder management skills.

Responsabilidades

• Provide daily supervision, guidance, and support to the Customer Service team.
• Act as the first point of contact for team members requiring assistance with customer queries, complaints, or processes.
• Take ownership of escalated customer issues and support fair, effective resolutions.
• Monitor team performance and identify training and development opportunities.
• Coach and mentor team members to improve confidence, knowledge, and service delivery.
• Ensure key business updates and process changes are communicated clearly.
• Lead by example, promoting a positive and customer-focused team culture.
• Respond to customer enquiries via phone, email, CRM systems, and social media.
• Handle complex or sensitive customer complaints professionally and efficiently.
• Provide accurate product and service information.
• Deliver tailored solutions that meet individual customer needs.
• Maintain accurate customer records and interaction histories within CRM systems.
• Assist with day-to-day running of the department.
• Help prioritise workloads to ensure service levels and response times are maintained.
• Monitor quality standards and provide constructive feedback to team members.
• Analyse customer service trends and contribute to reporting activities.
• Identify opportunities to improve processes and enhance the customer experience.
• Collaborate with other departments to resolve customer issues effectively.
• Support the resolution of returns, refunds, and order concerns.
• Investigate complex customer cases and gather information from relevant departments.
• Assist with transaction-related issues and elevate concerns where appropriate.
• Ensure customers receive professional and timely communication throughout the resolution process.

Conocimientos

Team Leadership

Customer service

Coaching

Communication

CRM systems

Problem-solving

Organisational skills

Stakeholder management

Attention to detail

Herramientas

CRM systems

Descripción del empleo

Prince Personnel in Telford is recruiting a Customer Service Supervisor to join a growing business and support the daily operation of a busy customer service department. This is a great step for an experienced customer service professional seeking a supervisory role or to further develop leadership experience.

Working closely with the Operations Manager, you will guide the team, handle escalated inquiries, and help ensure a high standard of service across all customer interactions while