Customer Service Team Leader - £30,000
Location: Guildford, Surrey
Contract: Full Time
Job Summary
My client is looking to recruit a Customer Service Team Leader.
The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.
Responsibilities / Duties
- Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
- Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a client Technical Engineer to carry out the work
- Manage the jobs allocated to service agents to ensure appointments have been booked with customers
- Document all call information according to standard operating procedures
- Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
- Manage jobs and invoices to close off outstanding work through the process of payments to finance
- Arrange collection of parts after job with warehouse and engineers
- Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders
- Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
- Support the company promotions by keeping the data up to date
- Provide customers with product and service information
- Support training administration for engineer training days
- + other ad hoc duties
Skills/ Experience
- Worked in a call centre environment
- Experience working with Microsoft Office Excel and other MS Programs
- Highly motivated and pro-active
- Customer focused with excellent customer service
- Previous team leader experience
- Strong organisation skills
- Willing to learn new processes and adapt to changes
- Pay attention to detail
- Must be able to communicate at all levels and be a team member
- Strong Communication and Listening Skills
- Ability to Work as a Team and Individually
Benefits
- 22 days holiday, rising for long service
- Free on site parking
- Private health care after two full calendar years
- Employee benefit scheme
Customer Service Team Lead - Guildford - £30,000