Senior Customer Support Team Leader
Job Title: Senior Customer Support Team Leader
Competitive Salary Depending On Experience With Excellent Benefits
Where you’ll work: You will be based at our vibrant and busy Commercial Customer Support Centre in Portsmouth. You will lead a high performing team which delivers exceptional customer service to our commercial customers every day. You will be an excellent communicator who is passionate about providing outstanding customer service and is confident in dealing with customers and handling complaints. You will be proficient at handling communications via phone, Live Chat, SMS, and email. You should also be comfortable at encouraging and leading change, for example changes to technology and processes.
What You’ll Do: After completing some tailored training you will lead and support a team of Customer Support Advisors to provide an exceptional omni channel experience for our customers. To achieve this, you will ensure that each advisor takes ownership of customer queries from all communication channels whilst encouraging a positive and team focused culture at work. You will build strong relationships with internal and external customers by attending internal sales meetings and managing any customer complaints. You will be working with a number of stakeholders from across the business including Sales, Operations, Finance and IT.
You will help to ensure that our existing excellent performance levels and targets are maintained and exceeded, for example by monitoring phone call and Live Chat stats. Within your remit you will also support the Customer Support Coordinator and the Regional Sales Team in achieving targeted growth through timely completion of tasks and accurate reporting. In addition, you will be involved in the recruitment of any new Customer Support Advisors, whilst helping to develop our existing team by assisting with 1:1s, personal development plans and performance reviews.
About Your Knowledge, Skills And Experience • Experience in leading a customer support team is essential • Ability to motivate people • Proven record of meeting targets • Ability to multitask effectively • Computer literacy • Attention to detail • Excellent written and verbal communication skills • Strong interpersonal skills • Ability to negotiate • Knowledge and experience in Salesforce desirable • Knowledge of the recycling and waste industry desirable.