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Form of work At CV-Library we have a clear vision, we want to help the world to work by matching job seekers and businesses on the global platform they need to succeed.
Our mission is also clear for all our team, we help people find jobs and develop their careers and we help businesses find the talent they need to succeed. This also applies to our own businesses within the CV-Library group too!
We ensure that every piece of work we do at CV-Library ensures we can achieve this, it makes us who we are! We have a fun and vibrant culture where results are expected, recognised, and rewarded. Our people make us who we are, we also happen to be a very talented bunch!
We are currently looking for a client-centric and enthusiastic Customer Service Team leader to join our thriving team.
As a Customer Service Team Leader, you will manage your own assigned client accounts, whilst leading and developing a high-performing team with a strong focus on quality, account growth and retention. You will have exceptional communication skills, with a proactive, solution-orientated and commercial mindset to identify opportunities to add value and provide outstanding service to our clients.
Key Responsibilities
* Proactively reviewing your key accounts to ensure that they are utilising their account effectively and achieving the best results, including hosting training sessions to onboard new users/clients as well as ongoing refreshers
* Develop excellent client relationships with some of our biggest clients to support our sales team with account growth and retention
* Hold regular performance reviews via TEAMs/face-to-face and visit clients onsite periodically for training, to promote new product updates and features, and to strengthen client relationships.
* Anticipating escalated calls; confidently and effectively dealing with any complaints, taking ownership of issues through to resolution
* Developing and supporting the team through quality audits, performance reviews, and one-to-ones to improve account value.
* Working closely with department managers regarding team performance and client issues
* Identify improvement areas for individuals through KPI management and account performance.
* Provide training and ongoing support where appropriate to the team help deliver account success.
Requirements
* Relevant experience as a Team Leader or supervisor within a B2B customer service/account management environment
* Commercially minded with demonstrable experience of account growth or retention
* Experience with face-to-face and TEAMs calls within a commercial setting
* Experience with challenging customers; seeking solutions to avoid complaints
* Good IT skills using MS Office programs, email and CRM systems
* Excellent communication skills (verbal and written)
* Motivated and target driven with a desire to help others meet targets and develop their skills
* Previous experience in working within a fast paced and ever-changing customer service environment
