Customer Services Team Leader

Job Function:

To lead and supervise the Customer Services team, ensuring the delivery of a professional, efficient and high-quality service to customers. Taking responsibility for the day-to-day management of the team, monitoring workloads, maintaining service standards and ensuring customer enquiries and issues are dealt with promptly and effectively.

Supporting the development and performance of the team through regular one-to-one meetings, performance reviews, quality assessments, coaching and mentoring. Acting as a point of escalation for customer complaints and service-related issues, ensuring these are resolved in a timely and professional manner.

Reporting to: Service Manager

Liaising with: Operations Team, Customer Operations Desk, Head Office Staff, Customers, External Engineers & Suppliers, Finance, Workshop, Sales and Service Manager.

Responsibilities:

• Managing and maintaining the day-to-day workload of the Customer Services team.
• Acting as a point of escalation for customer queries, complaints and service-related issues.
• Communicating with customers and providing regular updates on outstanding enquiries, requests and work progress.
• Maintaining professional and courteous communication with customers over the telephone, by email and when customers visit our premises.
• Ensuring customer records and all relevant information are accurately maintained within company systems.
• Monitoring team performance and ensuring agreed service levels and KPIs are achieved.
• Working closely with other departments, in particular Operations, Maintenance, Finance, Workshop and Sales, to ensure effective communication and customer satisfaction.

• Handling sensitive customer and business information in a confidential manner.
• Identifying opportunities to improve customer service processes, procedures and overall customer experience.
• Producing reports and monitoring performance to identify trends and areas for improvement.
• Ensuring all customer complaints and escalations are investigated and resolved appropriately.
• Conducting monthly one-to-one meetings and any additional performance reviews required.
• Carrying out quality checks on work completed by employees to ensure company standards are maintained.
• Providing coaching, mentoring and ongoing support to members of the team.
• Identifying training requirements and supporting the development of employees.
• Managing performance and addressing any issues in line with company procedures.
• Ensuring the company's policies, procedures and health and safety requirements are adhered to.

Requirements:

• At least 2 years' experience in a similar Customer Services or Team Leader role.
• Proven experience leading, motivating, coaching and developing a team.
• Experience using CRM, ERP or customer service systems, including processing orders, returns and credits.
• Excellent written and verbal communication skills, with strong organisational and time management abilities.
• Experience managing customer complaints, monitoring KPIs and meeting service level expectations.
• Proactive, customer-focused approach with excellent problem-solving skills and the ability to work under pressure, independently and as part of a team.