Role & responsibilities
6 Days working
Shift time:- 8:30-5:30 pm.
Location- Western Line.
The Customer Service Team Leader develops and delivers the service levels required to provide the customer with the best experience possible, to stimulate customer retention and generate additional opportunities. The Team Leader leads the customer service team to consistently exceed the customers expectation and provides transparent communication and information.
Key Responsibilities: The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. You may be required to undertake differing tasks within your capability.
General and Task Management:
Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.
Co-ordinate the activities of the Customer Service team; provide support and advice to team members.
Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
Evaluate customer feedback and identify ways to maximise customer satisfaction.
Ensure that standard operating procedures are documented and maintained.
Produce written reports when required to do so.
PI274125280
