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Customer Service Team Leader
JOB SUMMARY: To manage a team of Customer Service Agents to ensure customer requirements are met.
ALTERNATIVE JOB TITLES: Customer Service Manager, Customer Services Advisor, Office Manager, Customer Services Administrator, Customer Services Sales Administrator
CONTRACT TYPE: Permanent
HOURS: 8.30am - 5.30pm
Our Northamptonshire-based client is a very well established and sizeable major manufacturer of packaging products. They turnover £80m and have four sites in the UK. The purchasing team handles a paper budget of £30 million
The successful Customer Services Team Leader candidate will be required to do the following:
*Oversee induction and training of new Customer Service Agent's ensuring training needs are met and records updated
*Responsible for managing a number of customer accounts in conjunction with Team Leader duties
*Responsible for delivering annual Personal Development Plans for team members including training plans for internal and external development
*Handle capacity issues and collate data for the deputy Customer Services Manager
*Communicate information and provide regular updates on customer launches and new lines
*Responsible for organising cross training within the team and across the team with other Team Leaders
*Energise, encourage and motivate team members to work to their full potential
*Participate in the interview process for new team members, at second interview stage
*Participate in the weekly rota to cover the on call telephone and laptop in the evenings and weekends
*Responsible for arranging cover for Bank Holidays & Christmas.
*Assess work load of CSA's within the pod and distribution of new business within the team
*Involvement in weekly Team Leader meetings
*Projects to be worked through from Customer Services Manager and Deputy
*Encourage telephone communication to compliment email communication with customers
Our client is looking for strong Customer Service Team Leader applicants with the following experience:
*Excellent verbal communication skills
*Previous experience of Customer Service team is desirable.
*Competent in delegation, coaching, problem solving and decision making.
*Previously worked in a high paced customer service environment
This role is commutable from:
Mana Resourcing is a specialist recruitment company working within the Engineering, Sales, IT and Commercial sectors. We are established to service and support the recruitment requirements of modern businesses and candidates alike. This particular role includes people with experience in Customer Service Agent, Customer Services, Customer Services Administrator, Customer Services Sales Administrator.
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