Customer Support Team Leader
Customer Support Team Leader Telford Up to £26,000 pa Summary My Client is looking for a Customer Service Officer to support the Customer Experience Manager and to tailor and improve the customer service experience to members to ensure the provision of a first-class service to all users of the service and ensure an excellent customer experience. As the role holder, you will analyse statistical data to understand reasons for calls and make recommendations for solutions. Additionally, you will be responsible for managing an efficient membership renewal process to members and prospective members and be a primary contact for Suppliers and Home Countries in relation to Customer Services. The Person • Experience of working within a call centre/customer service environment, dealing with a high level of activity within business environment. • Experience of managing a team in a call centre/customer service environment is desirable. • Knowledge and understanding how call centre/customer service environment issues i.e. resource scheduling, metrics formulation, adherence reporting, skills based routing, call performance stats, ensuring performance targets are aligned to corporate strategic priorities and that progress is reported on a regular basis • Good level of IT Skill, experience of using CRM or internal data management system • Have an excellent telephone manner and customer rapport skills in order to dealing with a high level • Excellent communication skills with the ability to articulate your message and build trust with members and colleagues The Role • To ensure effective management of the Contact Centre by utilising contact centre technology & reporting tools. • To effectively manage a team of Customer Support Advisors to deliver excellent levels of customer service. • To ensure all communications received in the Contact Centre are administered within agreed service levels • To co-ordinate effective management and processing of financial transactions through the department. • Bringing focus to a resolution at the point of first contact' culture; building/maintaining current knowledge and understanding of the products, services, policies, initiatives, key personnel etc. Ensure everyone who calls the contact centre is treated like a VIP and maintain exceptional standards of customer service amongst team members. • To build effective relationships with/be the first point of contact for suppliers, other departments and Home Countries. If you think this exciting position is suited to you then please call Chloe Meads on 01952 260627 or apply online. If you have not received feedback in 14 days please deem your application as unsuccessful Ethero staffing provides both permanent and temporary recruitment services to local businesses. With the simple ethos of local people for local jobs we aim to ensure that we support the local employment market whenever possible with targeted local advertising strategies and maximised local networking operations. Ethero Staffing's standard service provision ranks amongst the most competitive in the UK market place:- - Highly competitive charge rates - if we can save you money we will. - Industry leading service guarantees to underline our belief in our ability - Forward provisions for contingency planning for clients using high volumes of staff - Candidate assessments specifically designed for a client or even a single job - Repeat customer discounts and long term contract cost reductions.