Basingstoke 01256 336 100

Winchester 01962 865 152

Customer Service Team Leader

  • Location

    Basingstoke, Hampshire, England

  • Salary

    £26k per year

  • Contract

    Permanent

  • Reference

    JO0000003483

Customer Support Team Leader
Full Time, Salary up to £26,000 per annum
Basingstoke

1-1Recruitment have an opportunity for an experienced Customer Support Team Leader to join a fast paced growing E-commerce company local to Basingstoke town centre. This role is a full time position and flexibility is key as the team you will be managing will work various shifts in the contact centre, including some weekends over the busy period.

The main purpose of the Customer Support Team Leader is to be responsible for the day to day running of the Contact Centre and the supervision of the Customer Service Representatives, ensuring that all customers calls and emails are answered promptly providing the best customer service at all times.

Main Responsibilities:
?Ensure Customer Service is to an excellent standard at all times
?Train and develop Customer Service Representatives
?Provide weekly/ monthly/ yearly reviews to employees
?Monitor performance levels
?Monitor calls, hold times, break times etc
?Quality check calls and emails
?Enforce Contact Centre rules and policies and communicate changes
?Handle escalated calls from customers and support employees with difficult situations


Experience Required;
?2 years of leadership/ management experience
?Experience of working in a similar environment
?Schedule flexibility as shifts worked are agreed between managers each week
?Familiarity of Contact Centre systems Avaya/CMS, Uptivity, Customer Relationship Management systems, Kana etc
?Excellent communication skills
?The ability to deal with stressful situations and provide the best outcome

1-1Recruitment is one of the leading recruitment agencies for jobs in Basingstoke for permanent, temporary and contract recruitment solutions. Due to the high volume of applications we`re receiving, if you do not hear from a consultant within 5 days, unfortunately your application has been unsuccessful on this occasion. In the meantime, please keep an eye on for any other potential vacancies

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