Customer Service Team Leader

 We are looking for a Customer Service Executive Team Lead to join one of our leading Clients in BS16 as part of their customer experience team.
You will report to the Head of Customer Experience and support in leading a team of 3 Customer Service Executives.
The objectives of this role are to
• Help deliver an exceptional customer experience
• Ensuring ‘Always Informed’ is the core focus within the Company.
• Develop, maintain and strengthen relationships with customers
• Influence new sales

Daily duties and responsibilities:
ü As the Team Leader, you will support the daily monitoring of the Customer Service Team.
ü Act as the first point of escalation for troubleshooting and resolving issues.
ü Share lessons learned and perform root cause analysis with Head of Customer Experience to help improve the processes in place.
As well as guiding the team, you will also perform Customer Service Executive duties such as :
ü Handle all inbound Customer Service enquiries including but not limited to:
 Call out requests and questions.
 Invoicing
 Chasing parts
 Service date requests and questions.
 Updates to customer information.
 Contract queries.
 Documentation requests e.g. Job reports
ü Work with Key Account Managers on specific customers to help run the contract smoothly
ü Onboard new customers
ü Contract renewals
ü Invoicing customers
ü Quoting for remedial repairs
ü Customer care call and meetings
ü Processing jobs for engineers