Customer Service Team Leader

Job Title: Customer Service Team Leader
Contract Type: Permanent
Location: Chippenham, Wiltshire
Salary: 25 holidays + a birthday holiday + 8 bank
Reference: TEAMCUST_1562922519
Contact Name: Marta Kosno
Contact Email:
Job Published: July 12, 2019 10:08

Job Description

Job title: Customer Service Team Leader
Salary: £30000 to £32000
Location: Chippenham
Type of position: Permanent
Working hours: 40 (between 8:00/8:30 and 17:00/1730)
Benefits: 25 holidays + a birthday holiday + 8 bank holidays, pension, health insurance, free parking,
free fresh fruit. On site massages and Yoga, discounted gym membership and more

We are now seeking to recruit a Customer Service Team Leader to manage team of 5 account executives who filter calls from clients and work at the front line of the client, resolving inquiries.


Lead, develop and motivate the Account Executive team to ensure departmental KPI's & PIE 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 company products and services

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

This role would suite someone with experience in responding to customers inquiries in real time.

If you think that you are appropriate candidate for this position, please do not hesitate email your CV contact number 01453852542

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