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Customer Support Team Leader

  • Salary: Up to £26000 per annum
  • Location: Maidenhead
  • Job type: Permanent
  • Job reference 37687

Our client, an established and well respected company in its field are recruiting a Customer Support Team Leader to take responsibility for the day-to-day co-ordination of the Customer Support team, provide customers with a high standard of care and to be the main point for any escalations.

This role manages a small team of 4 people. 2 UK based and 2 based in the Nordics.

Key Responsibilities/Tasks

  • Manage team, including staff rota, holiday rota and performance management
  • Drive the productivity, accuracy and quality of the calls throughout the relevant team
  • Drive the implementation of new processes and procedures
  • Monitor continuous improvement of the team and conduct monthly 1:1's with the team
  • Compile, analyse and present reports to the senior management team
  • Capture feedback + trends and report back to the CS Manager with suggested ways of improvement
  • Actively contribute and respond to all incoming customer queries working to department SLA's (service level agreements) contributing to team targets
  • Responsible for the management of communication channels and housekeeping of the customer database(s)
  • Ad hoc duties to support customers and management

Requirements

  • 2 years' experience within a customer-facing role
  • Strong people management skills
  • Strategic thinking mind-set/Strong analytical mind-set
  • Fluent in a second language would be preferable (French/Spanish/Italian/German/Polish)

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training and skills that they identify. If you do not hear from us within 5 working days from your registration, please accept our apologies but we are unable to help you on this occasion.

Bucks and Berks Recruitment is an equal opportunities employment agency and employment business that is serious about its compliance with legislation. Bucks and Berks is acting as an Employment Agency in relationship to this role (if the vacancy is for a permanent position) or is acting as a Recruitment Business in relationship to this role (if the role is for a temporary position).