Customer Service Team Leader
Rochester / Hoo
Competitive salary and great benefits
Full-time permanent

Our client, a leading high fashion retailer, are currently recruiting for a Customer Service Team Leader to join their rapidly expanding team based on the outskirts of Rochester.

As the Customer Services Team Leader, you will lead the customer service team, ensuring customers are always provided with outstanding customer service whilst also monitoring and improving the processes and efficiency of the customer service team across all of the companies brands.

Responsibilities of the CS Team Leader include:

- Taking full responsibility of the smooth running of the team, ensuring all individuals are productive and performing to a high standard whilst also caring for their wellbeing
- Ensuring the department is performing to maintain set SLAs for all contact channels
- Successfully plan the day to day running of the department, ensuring cover for all brands across all channels, whilst also being forward thinking and taking immediate action when plans need to change
- Propose and deliver strategic initiatives relating to customer service procedures to improve efficiency and service
- Manage escalated customer service queries and action as appropriate within 2 hours
- Feedback outcome to the team to reduce the need for escalation again
- Encourage customer loyalty and effectively utilise available resources to promote this
- Implement KPIs and other measures for customer service standards, continuously identifying areas of improvement. Ensure these are communicated to the team and the team are striving towards meeting them
- Compile statistics highlighting achievements and improvements, ensuring these are communicated to the team
- Maintain an excellent relationship with other head office departments and stores
- Ensure quality is maintained throughout the team by effective monitoring and feedback and working with the team trainer to make improvements where necessary
- Deliver one to ones and team meetings to ensure the team are up to date on their performance and that of the wider business
- Co-ordinate, create, develop and maintain the procedural documents for the team
- Manage the training and development requirements of direct reports

Candidate Profile:

- Experience within a customer services setting / contact centre environment
- Experience overseeing a small or large team
- Some demonstrable experience in quality assurance
- Reporting skills
- Experience using Gnatta (Desirable)
- Experience in fashion or retail (Desirable)

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KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market...