Customer Service Team Lead

To lead our new Membership Support Centre based in Islington, London. As part of our ongoing evolution, we will be creating an internal Customer Service function – this is where you come in.

As our Customer Service Team Leader, your skills and experience will be pivotal to the smooth transition from our current 3rd party provider, to our new, dedicated internal function. Our new function will handle all membership queries and renewals for our 60k+ members. You’ll be responsible for ensuring the team of Customer Service Advisors are delivering exceptional levels of service across a variety of contact channels. You’ll also act as a point of escalation within the team.

As our Customer Service Team Leader, your day-to-day will consist of;

• Ensuring your team consistently deliver an excellent standard of customer service at all times.
• Leading by example and taking a proactive and positive approach to ensure customer satisfaction.
• Dealing with escalated queries and ensuring timely resolution.
• Ensuring team have the appropriate knowledge and training to assist with all types of queries. Updating support documentation to assist changes in the business.
• Take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised and creative solutions.
• Creating and sharing regular reports on performance, feedback and issues for the business to improve all aspects of the experience.
• Lead the team and measure KPIs including quality, productivity, first contact resolution and customer satisfaction.
• Work closely with the digital team on key projects that improve the member experience and reduce contacts.
• Process payment queries and assistance.

HERE’S LOOKING AT YOU.

To be our Customer Service Team Leader you’ll need;

• 2 years’ experience leading a high volume, service-focused Customer Service team, ideally within the hospitality, retail, entertainment, or leisure sectors.
• A natural focus for delivering exceptional guest care.
• A huge personality and the ability to motivate and inspire a team.
• Resilience under pressure and the ability to tackle challenges head-on.
• Excellent communication skills with both internal and external stakeholders.
• A natural ability to interact with customers through telephone, email & socials.
• Be self-motivated and pro-active.
• Experience in working with large data-sets through MS office applications.