Customer Service Team Leader

Typical Responsibilties

• Be expected to know your company’s products and policies and be able to communicate it effectively to other members of staff.
• Be an active member of the customer service escalation & support team.
• Help build positive customer relations to meet client expectations and lead by example.
• Staff Appraisals.
• Training and development of the team.
• Operational responsibility for the team including ensuring invoicing is carried out in an efficient and timely manner.
• Holding regular on-to-one meetings with team members to review and action workload.
• Produce monthly reports to the customer service team manager on the status of all works responsible for the team including PPMs, faults, follow ups and invoicing reports.
• Daily management and support of the team.
• Have knowledge and competency of all software management systems, including Portal and dashboard systems.
• Attend weekly meetings and progress meeting with the Team Manager, Operations Manager and/or Service Director.
• Monitoring and management of KPI’s.
• Managing daily escalating matters, complaints and providing support to customer service team members, and ensuring continuous improvement with account issues, assisting the Team Manager, Operations Manager, Service Director.
• Managing any client complaints prior to escalation.
• Any other duties commensurate with your position.