Customer Service Team Leader - Worcester
Worcester (Worcestershire) Administration
Job description
job Description -
Our client is one of the leading providers within it's industry and is looking for an experienced team leader to join their team .
As experts in starting and growing small businesses, our strategy is further growth within the industry.
As part of this growth, we are looking for an enthusiastic individual to be our Call Centre Team Leader. You will provide excellent customer service, and also manage a small team of contact centre adviser's, on boarding new accounts, nurturing existing and providing a customer service standard of excellence at all times.
This is a hands on role, so you'll also be responsible for inbound and outbound calls as well as supervising the team. Key duties include:
- Undertaking customer calls and outbound sales
- Providing day to day management of the contact centre team, providing coaching and mentoring and conducting training sessions or workshops
- Working as a team to achieve departmental KPI's through inbound and outbound call management
- Develop call scripts for all call types, creating training and coaching tools to deliver to staff
- Managing and coaching individual's to achieve the company's and their own personal development goals
- Conducting monthly 121's & annual appraisals with all contact centre staff
- Conducting weekly call listening and providing feedback and coaching in order to ensure standards are being met.
- Managing staff rotas to ensure adequate cover is achieved during on-going peak periods
- Instilling a culture of professionalism, energy and absolute customer excellence within the department
- Day to day management of the CRM system to steer your team through the customer pipeline.
- Working with the marketing department to understand current campaigns and adapt team targets to suit this.
- Ensuring team members are well briefed in day to day needs of the wholesalers/overseas distributors and their promotions
In order to succeed in this role you'll have at least 3 years previous experience in a Customer Services role ideally in the beauty industry. You'll also have at least two years working at a supervisory/management level. You'll be comfortable working for an SME and keen to suggest and implement new ideas to help create better ways of working. A good listener, you'll enjoy motivating a team in order to achieve success. With great communication skills, you'll be passionate about our brand and an advocate of the customer journey.
In return we will offer a competitive salary, 20 days holiday (exclusive of bank holidays), company pension scheme, DIS Benefit.
Normal hours of work are 9.00 am - 5.30 pm, Monday - Friday with a 1 hour lunch break.
If you have any questions regarding this vacancy please contact Nick on 01905 732790 E:
The Adecco Group UK & Ireland is an equal opportunities employer and positively encourages applications from all eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.