Customer Service Team Leader

Role Description

Customer Service Team Leader
Monday-Friday, 8:30am-5pm
Fully Office Based in Dartford
£32k-£34k Per Annum DOE

Brief Summary of Duties:

Lead and manage a dynamic team of customer service agents, ensuring the delivery of exceptional customer experiences. Leverage Salesforce.com to optimize workflows, monitor performance, and enhance service delivery. Serve as a key problem solver, identifying challenges and implementing solutions that prioritize customer satisfaction. Knowledge of Microsoft Dynamics 365 is advantageous.

Main duties include, but not limited to:

Customer Experience (70%):

• Foster a customer-first culture by delivering industry-leading service through all communication channels, including email and telephone.
• Proactively manage and resolve customer enquiries, complaints, and complex issues to enhance customer satisfaction.
• Utilize Salesforce.com to track and analyse customer interactions, identify trends, and implement process improvements.
• Develop and maintain product knowledge to effectively address customer questions and promote solutions.

Leadership & Performance (30%):

• Working with the Team Manager, to coach, and develop a team of customer service agents, ensuring alignment with departmental objectives and performance metrics.
• Conduct team meetings & one-to-ones to support colleague development
• Act as a key point of contact for escalations, ensuring timely and effective resolution of issues.
• Drive process innovation and improvements to enhance team productivity and service quality.
• Oversee workforce planning to address workload fluctuations and seasonal variations effectively.

Collaboration:

• Build and maintain strong relationships with internal stakeholders across Customer Service, Sales & Marketing, Operations, and Finance to drive continuous service improvements.
• Participate in cross-departmental initiatives to align customer service with broader business goals.

Skills / Experience Required:

• Salesforce.com Expertise: Proficiency in Salesforce.com for managing customer interactions and reporting.
• Problem-Solving Mindset: Demonstrates a proactive approach to identifying challenges and creating effective solutions.
• D365 Knowledge: Familiarity with Microsoft Dynamics 365 is a plus.
• Leadership: Proven experience in managing and developing high-performing teams in a customer service environment.
• Customer Focus: Strong ability to balance customer expectations with business priorities while maintaining brand values.
• Communication: Exceptional verbal and written communication skills, with the ability to influence and motivate.

Performance & Metrics:

• Achieve operational targets and key performance indicators as set by the Head Of Customer Service
• Maintain high standards in call and email quality, response times, and resolution rates.
• Analyse management data to identify opportunities for training, development, and process optimization.

Braundton Consulting is a recruitment agency, working on behalf of a client