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- Tasks: Lead and motivate a team to deliver top-notch customer service and support.
- Company: Join Epos Now, a leading fintech helping small businesses thrive.
- Benefits: Career progression, uncapped commission, equity scheme, and 20 days leave.
- Why this job: Make a real impact by supporting customers and driving team success.
- Qualifications: Strong leadership skills and a passion for exceptional customer service.
- Other info: Inclusive culture with personalised career progression plans.
The predicted salary is between 36000 - 60000 £ per year.
Welcome to Epos Now – we\’re a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our Onboarding teams to support further growth this year.
With an inclusive culture, we aim to support every employee with a personalised progression plan to identify a clear and achievable career path for success.
About the role
The service department helps customers across two critical areas; set up and training during their first 45 days, and post-setup care and support. As an enthusiastic Customer Service Team Leader, you will be responsible for leading and motivating the Customer Implementation Team. You will coach the customer service consultants to handle customer queries effectively, deliver an outstanding experience to customers, and achieve their revenue targets. You will need to be highly organised, a great team player, and driven to provide and develop exceptional customer service.
Responsibilities
- Lead, motivate, coach and develop the Customer Service Team to deliver industry-leading customer service
- Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
- Coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
- Effectively recruit and onboard new team members
- Ensure excellent customer service across your team with effective call monitoring and coaching.
- Manage customer satisfaction through surveys and back-office satisfaction
- Ensure the team accurately input and process data on the company’s CRM system
- Effective risk management and ensure effective cover of management
- Escalate relevant technical issues using data to confirm the scale of the issue
- Management of customer satisfaction through end of call surveys, case management surveys and back office satisfaction
- Escalation of hardware and software issues as soon as they arise utilising data to confirm
Benefits
- Career progression and increased basic salary achievable by reaching revenue and customer satisfaction targets.
- Earn uncapped commission through our inbound sales approach.
- 20 days annual leave, plus bank holidays
- Company equity scheme (available after 1 year service).
- Company celebratory events (summer and winter).
- Company pension scheme.
Hiring process
Successful candidates will have a short screening call with RecruitmentJunky, before being invited for an interview with a hiring manager.
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Customer Implementation Team Leader employer: Epos Now Group
Contact Detail:
Epos Now Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Implementation Team Leader
✨Tip Number 1
Get to know the company! Research Epos Now and understand their mission and values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! As a Customer Implementation Team Leader, you'll need to motivate and coach your team. Think of examples from your past experiences where you've successfully led a team or improved customer service.
✨Tip Number 3
Prepare for those tricky questions! Be ready to discuss how you would handle specific customer service scenarios or improve team performance. Use data-driven examples to back up your strategies.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Epos Now family.
We think you need these skills to ace Customer Implementation Team Leader
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see that you’re genuinely excited about helping small businesses thrive and how you can contribute to our mission.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience that aligns with the role of Customer Implementation Team Leader. Focus on your leadership skills and any previous successes in motivating teams or improving customer satisfaction.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and bullet points where necessary to make it easy for us to see your qualifications and achievements at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. This way, you’ll ensure your application gets to the right people and you’ll be one step closer to joining our fantastic team!
How to prepare for a job interview at Epos Now Group
✨Know the Company Inside Out
Before your interview, make sure you research Epos Now thoroughly. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Implementation Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully coached team members or improved team performance. Be ready to discuss how you can create a positive environment for your future team.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer service approach. Think of specific scenarios where you handled difficult customer situations or improved team dynamics. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team's current challenges, the company's growth plans, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.