Customer Service Team Leader

Reporting to Customer Service Manager

Salary range: £25,000 to £27,000

Supervisory Responsibility
● Prioritising and monitoring responsibilities for CS agents
● Undertaking weekly QA audits on CS agents
● Taking ownership of the allocated admin tasks and ensuring these are completed
within strict timelines.
● Ensuring all CS agents receive regular coaching/mentoring/side by sides
● Driving excellence standards to ensure the best Customer Experience is given to all
customers, with the aim of first time resolution
● Dealing with escalated complaints by phone, email and over social media
● Setting and monitoring targets for the CS agents, being able to challenge under
performance
● Undertaking monthly 1 to 1’s with CS agents
● Collaborating with different areas of the business such as warehouse, web design,
marketing to resolve customer queries and complaints
● Identifying business process issues/ improvements and working with the relevant
business area to resolve such issues
● Ensure professional standards are maintained within the department
● Ensure company Service Level Agreements are adhered to whilst maintaining
excellent quality standards

Person Specification
● Excellent communication skills both verbal and written
● Strong organisational and time management skills
● Highly motivated and able to work autonomously and as part of a team
● Able to build and maintain relationships with colleagues and CS agents
● Passionate about delivering a high standard of Customer Care and support