Customer Service Team Leader/Manager

Outsource Ability Ltd; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic e-commerce firm in the United Kingdom is looking for a Customer Service Team Leader/Manager to oversee customer support operations. This role involves leading a team of representatives, ensuring exceptional customer service, and driving continuous improvement. Ideal candidates should have experience in a leadership role, excellent communication skills, and proficiency in customer service tools like Zendesk. The company offers competitive pay and flexible remote work options, making it an excellent opportunity for growth and development.

Benefits

Competitive monthly pay

Flexible working hours

Opportunities for professional growth

Collaborative team culture

Qualifications

• Proven experience in a customer service leadership role, preferably in e-commerce or health and wellness.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage and mentor a team of customer service representatives.
• Ensure timely and effective resolution of customer inquiries.
• Identify areas for improvement and implement best practices.
• Development and delivery of training programs for team members.
• Monitor and analyze key performance indicators.
• Work closely with marketing and logistics for customer experience.
• Gather and analyze customer feedback.

Skills

Team leadership

Customer support

Process improvement

Training and development

Performance metrics analysis

Collaboration

Customer feedback analysis

Tools

Zendesk

Freshdesk

Job description

About Us

Outsource Ability is recruiting for a rapidly growing e-commerce brand dedicated to promoting health and wellness through high-quality products and exceptional customer service. We are passionate about helping our customers lead healthier lives and are looking for a dynamic Customer Service Team Leader/Manager to join our team.

Role Overview

As the Customer Service Team Leader you will be responsible for overseeing our customer service operations, ensuring that our customers receive the highest level of support. You will initially learn the internal operations of the business and help the Founders of the business develop and lead a team of customer service representatives, develop strategies to enhance customer satisfaction, and drive continuous improvement in our service delivery.

Key Responsibilities

• Team Leadership: Manage and mentor a team of customer service representatives, providing guidance, support, and performance feedback.
• Customer Support: Oversee daily customer service operations, ensuring timely and effective resolution of customer inquiries and issues via various channels (email, chat, phone).
• Process Improvement: Identify areas for improvement in customer service processes and implement best practices to enhance efficiency and customer satisfaction.
• Training and Development: Develop and deliver training programs for new and existing team members to ensure they are equipped with the necessary skills and knowledge.
• Performance Metrics: Monitor and analyze key performance indicators (KPIs) to assess team performance and customer satisfaction levels, making data-driven decisions to improve service quality.
• Collaboration: Work closely with other departments, including sales, marketing, and logistics, to ensure a seamless customer experience.
• Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement, and communicate findings to relevant stakeholders.

Qualifications

• Proven experience in a customer service leadership role, preferably within the e-commerce or health and wellness industry.
• Strong understanding of customer service principles and practices.
• Excellent communication and interpersonal skills, with the ability to motivate and inspire a team.
• Proficient in using customer service software and tools (e.g., Zendesk, Freshdesk).
• Ability to analyze data and generate reports to inform decision-making.
• Strong problem-solving skills and a customer-centric mindset.
• Experience in training and developing team members.

What We Offer

• Competitive monthly pay.
• Flexible working hours and remote work environment.
• Opportunities for professional growth and development.
• A supportive and collaborative team culture.