Customer Service Team Lead
hace 1 día
About Rs Group Plc
We are a leading global provider of industrial products and solutions, dedicated to helping our customers maintain, repair, and operate their businesses effectively.
We offer an extensive range of over 750,000 stocked industrial products, providing global access to our customers. Our team of experts delivers solutions to resolve customer challenges across design, procurement, inventory, and maintenance, striving for seamless procurement experiences.
The Customer Service Team Lead will oversee and assist customer service employees in performing their job duties, including responding to customer inquiries and resolving issues or complaints. The role requires a balanced combination of responsibilities, including conducting training, auditing procedures or processes, ensuring effective work flow, answering questions, and performing core functions within the area.
Responsibilities:- As a Customer Experience Role Model: Assist in hiring and termination of customer service operations employees, organize schedules, and oversee staff performance.
- Conduct timely and constructive performance evaluations, effectively train staff, and coach them to support service expectations.
- Process auditing of staff to ensure compliance with work processes, identify exceptions, and monitor workloads.
- Resolving issues, reporting concerns, and identifying improvement opportunities to maintain workflow.
- Championing a service excellence belief, striving to make work easy for customers, both internally and externally.
- Expertly perform core Customer Service tasks, supporting departments' purpose, productivity, quality, and service goals.
- Manages a team of assigned customer service operations team members, ensures they comply with company guidelines related to quality of service.
- Monitors/reviews correspondence between representatives and customers, informs representatives about changes to company processes, and collects data.
- Prepares reports summarizing assigned customer service team's performance, prepares knowledge-based documents, and identifies opportunities to update or improve customer service procedures.
Salary Estimate: £35,000 - £45,000 per annum based on location and industry standards.
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