Customer Service Team Lead

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