Our Client is looking for a Customer Service Team Leader to become an integral member of their Customer Service Leadership team.
You will have a passion for delivering excellent customer service and a desire to continuously drive improvement to ensure Customer Service leadership for the Company.
This position is for a 1 year’s fixed term contract (Maternity Cover)
To apply for this position you must be fluent in both English and Polish and have experience of managing a team of 8 or more people.
Salary: £NEG
Location: Kingston Upon Thames
The successful candidate will be asked to lead and motivate the Northern European customer service team ensuring a first class customer experience is delivered at all times. Drive process improvements and efficiencies and coach your team to do offer the same level of service you will offer. Motivate & mentor your team to ensure everyone pulls together to offer the best service to the Client, focusing on added value at all times.
You will be an integral member of the team, representing both Customer Service and supply chain ensuring effective communication across all sites and functions
• Responsible for the performance of the Northern European team
• Ensure your team fully understand their individual objectives and have both the skills and motivation to succeed
• Regular Coaching and performance reviews with your team with particular regular guidance provided to the Customer Service coordinators
• Ensure all Northern European activity is cascaded across the team ensuring promotional activities and other customer facing initiatives are factored in
• Effective capture, escalation and resolution of issues and complaints
• Being a champion for the customer both within the department and the organisation
• Challenge the status quo targeting continuous improvement, promoting LEAN thinking and opportunities for growth for both self and organisation
• Ensuring team co-ordinators are driving the right behaviours and delivering positive outcomes
• High level support to ensure processes are in place & being followed and Customer Support is at the forethought of all actions at all times – attending monthly reviews and being the point of contact for process changes and key issues
• You will have at least 2 year’s recent experience in a managerial / leadership role managing a team of at least 8 team members
• Track record of building relationships with a range of Clients & staff
• Experience working with and presenting numbers
• Experience of working within a matrix structure
Unfortunately due to the volume of applications we receive we are unable to respond to every unsuccessful applicant, therefore if you do not hear from us within 14 days of your application please be aware that in this instance the Client has chosen not to pursue your application for this position.
