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Customer Service Team leader
About our client
International Business within IT and Telecommunications Industry - relevant industry knowledge would be preferable
What's on offer
Pension - after one year's service
Private healthcare for individual and family
23 days holiday - increasing to 25 days in 2010
Subsidised canteen
Basic salary between £21,000 and £24,000
Collecting all customer correspondence and allocating to the team as necessary. Collation and checking of the above once resolved.
Responsible for VOC (Voice of the Customer) and all aspects of payments and direct exchanges.
To contact Service Providers and other Departments seeking correct information and resolution of customer issues.
Escalate any serious safety issues to the Supervisor or Customer Services Manager. Be informed about products
Team Leader monitors daily performances of those in their Team together with being the 1st line escalation point for difficult or unresolved customer issues.
To respond appropriately to Department calls and or e-mails.
Provide a summary report to the Supervisor on staff and product issues and any other reports as directed.
Who we're looking for
Good networking skills and abilities
Good organisational and administration skills & attributes
Highly focussed and capable of sustaining a fast pace in a dynamic environment
A self-starter, able to work with little or no supervision and direction
Complete finisher - able to be resilient to drive issues through to a successful customer focused solution
Good judgement - able to make practical and realistic decisions within scope of responsibility
Able to solve business and customer related issues
Be equally comfortable generating operational ideas and solutions and delivering and implementing action plans
Proven commercial acumen and ability to achieve commercial objectives
Experience of working within a performance management environment - KPIs and Service Level Agreements
Able to develop quality, customer-focussed targets and service
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