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Customer Service Team Leader

Posted 8 days ago by Omega Global Resource Solutions
Location Chippenham, Wiltshire Job Type Permanent
Salary £28000 - £32000 per annum Sector Call Centre & Customer Service
KEY RESPONSIBILITIES:

*Lead, develop and motivate the Account Executive team to ensure departmental KPI's & goals are achieved & customer expectations are exceeded
*Set and agree team and individual goals & ensure all team members fully understand their role & responsibilities
*Focus on individual and team development, conducting regular monthly 1:2:1's, coaching & mentoring & managing performance as required
*Proactively manage a designated group of client accounts, supporting the relevant Account Manager and attending client meetings, as required
*Manage and oversee complaint handling within the team, to ensure satisfactory resolution for our clients and provide escalation support for the team, highlighting more serious issues to the Manager, Account Management, where appropriate
*Monitor agreed service levels identified in the Service Level Agreement of each client to ensure services are accurate and targets are achievable
*Develop and maintain expertise on all our products and services

EXPERIENCE/QUALIFICATIONS REQUIRED:

*A good general level of education is required and the ability to demonstrate excellent verbal and written communication skills and to be comfortable communicating at all levels
*Demonstrable experience of supervising and developing a team is essential, together with experience in a customer care environment, dealing with difficult and complex situations preferably in the fleet management sector
*Must be adept in the use of a pc and be competent and confident working with multiple systems; Intermediate to Advanced skills in the Microsoft Office suite of packages is preferred
*The ability to work under pressure, to tight deadlines and remain positive is required

Omega Resource Group Ltd is acting as an Employment Agency in relation to this vacancy.