Customer Service Team Leader

Customer Service Team Leader
Epsom
Up to £26,000 per year

The role:

• Providing support to Customer Service Representatives
• Identify areas for training and development for Customer Service Representatives
• Providing training and guidance as required
• Leading by example in the delivery of excellent customer service
• Organising staffing to ensure that all areas are covered, including responding to absence and other unexpected circumstances
• Ensuring calls are answered and handled within agreed timescales to ensure call volumes are handled effectively
• Checking, reviewing and signing off paperwork and documentation
• Deputising for Assistant Manager in any absence
• Providing support with managing meetings schedule, staff meetings, appraisal timetable, team rotas, staff attendance records and holiday requests

Requirements:

• Educated to minimum GCSE level (or equivalent) with minimum five grades A-C to include English and Maths
• Telephone based Customer Service experience, with a commitment to providing high levels of customer service
• Experience of overseeing staff, providing support and monitoring performance
• Excellent written and verbal communication skills
• Organised and efficient with strong attention to detail
• Ability to act on own initiative and to make decisions in the absence of the Assistant Manager
• Proficient in the use of MS Outlook Word, Internet Explorer and Adobe Acrobat Reader
• Financial Services industry experience would be an advantage