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- Tasks: Lead a dynamic team, ensuring top-notch customer service and performance tracking.
- Company: Join a thriving online ordering business with a focus on customer satisfaction.
- Benefits: Enjoy a Monday to Friday schedule, on-site parking, and opportunities for growth.
- Why this job: Make a real difference by coaching and developing your team while solving customer challenges.
- Qualifications: Experience in a call centre and strong leadership skills are essential.
- Other info: A supportive environment where your insights can drive improvement.
The predicted salary is between 36000 - 60000 £ per year.
Our client, an on-line ordering business is looking to recruit a Customer Service Team Leader.
Hours: Monday - Friday 9-5pm.
On site parking.
- Supervise and support a team of colleagues, ensuring adherence to schedules and performance targets.
- Track KPIs such as call handling time, average call time, call abandonment and customer satisfaction scores.
- Coaching & Development: Provide training, mentoring, and feedback to improve skills and performance.
- Resolve complex customer issues and manage escalated calls professionally.
- Prepare and present performance reports, highlighting trends and improvement areas.
- Ensure compliance with company policies, data protection regulations, and quality standards.
- Proven experience in a call centre environment, preferably in a supervisory role.
- Strong leadership and people management skills.
- Excellent communication and problem-solving abilities.
- Ability to analyse data and generate actionable insights.
Customer services team leader in Saint Albans employer: ITSS Recruitment
Contact Detail:
ITSS Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer services team leader in Saint Albans
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry and let them know you're on the hunt for a Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and problem-solving. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience in managing teams and resolving customer issues.
✨Tip Number 3
Showcase your data analysis skills! Be ready to discuss how you've tracked KPIs in previous roles and how you used that data to drive improvements. This will demonstrate your ability to generate actionable insights, which is key for a Customer Services Team Leader.
✨Tip Number 4
Don't forget to apply through our website! We make it super easy for you to find and apply for roles that match your skills. Plus, it shows you're serious about joining the team and helps us keep track of your application.
We think you need these skills to ace Customer services team leader in Saint Albans
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and customer service experience, as well as any relevant KPIs you've managed.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Customer Services Team Leader role. Share specific examples of how you've coached teams or resolved complex issues in the past.
Showcase Your Data Skills: Since the role involves tracking KPIs and generating insights, mention any experience you have with data analysis. We want to see how you can use data to drive performance improvements.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at ITSS Recruitment
✨Know Your KPIs
Familiarise yourself with key performance indicators relevant to the role, like call handling time and customer satisfaction scores. Be ready to discuss how you've tracked and improved these metrics in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you coached colleagues or resolved conflicts, and be ready to share these stories during the interview.
✨Problem-Solving Scenarios
Anticipate questions about handling complex customer issues. Prepare a couple of scenarios where you effectively managed escalated calls, highlighting your communication skills and ability to think on your feet.
✨Data-Driven Insights
Be prepared to discuss how you've used data to drive improvements in customer service. Bring examples of reports you've created or trends you've identified that led to actionable changes in your team's performance.
