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SalaryWanted: Customer Service Team LeaderI am seeking a motivated Customer Service Team Leader to join a not-for-profit organization. As the Customer Service Team Leader you will play a pivotal role in shaping their services and making a difference in society.The Customer Service Team Leader will assist and support the Team Manager with the day-to-day operation of the team.Key Responsibilities Customer Service Team Leader:
- Assist the Team Manager in daily operations, workload distribution, and achieving key performance indicators.
- Develop and deliver comprehensive training for Customer Service Representatives, covering projects, new products, and procedural changes.
- Lead BAU training sessions, including induction for new hires and compliance training.
- Offer first-line support to the team across all aspects of the process.
- Monitor service levels for priority customers, coordinating with teams across Customer Operations to ensure exceptional service delivery.
- Maintain an up-to-date catalogue of process guides, regularly reviewing and updating them for accuracy.
- Collaborate with the Team Manager to evaluate quality checks, ensuring excellent Customer Service standards.
- Partner with the complaints champion to analyze client feedback, identify trends, and adjust processes and training accordingly.
Key skills for the Customer Service Team Leader:If you have a background in Customer Services with a focus on training delivery and material maintenance, or relevant transferable skills, this role is for you. We seek:
- Proficiency in devising and executing training plans.
- Effective workload management to achieve KPIs.
- Experience in coaching or training others.
- Approachable demeanor with the ability to deliver constructive feedback.
- Exceptional Customer Service skills.
- Meticulous attention to detail and accuracy.
- Strong ability to prioritize and manage your workload effectively.
Apply now as the Customer Service Team Leader and be part of something meaningful!
