At a Glance
- Tasks: Lead a customer service team, train new members, and enhance customer experiences.
- Company: A growing healthcare organisation focused on exceptional service.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Join a dynamic team with opportunities for growth and improvement.
- Why this job: Shape customer service standards and make a real impact in healthcare.
- Qualifications: Experience in customer service and leadership, with FreshDesk knowledge.
Recruitment Pro is delighted to be recruiting on behalf of a well-established and growing healthcare organisation for an experienced Customer Service Team Leader / Trainer. This is an excellent opportunity for a customer service professional with leadership experience who is passionate about developing people, improving processes, and delivering exceptional customer experiences. You will play a key role in supporting day-to-day customer service operations, onboarding and training new team members, and ensuring consistently high service standards across the team.
Please Note - To be considered for this role, you MUST have Freshdesk experience.
The Role
Working closely with the Operations team, you will provide leadership and support to Customer Care Assistants while helping drive service excellence and continuous improvement across the department. Key responsibilities include:
- Acting as the first point of contact for customer service team members regarding operational queries.
- Delivering structured onboarding, coaching, and training programmes for new starters.
- Managing and resolving escalated customer enquiries across phone, email, live chat, and social media channels.
- Supporting the achievement of individual and team KPIs.
- Conducting quality audits, spot checks, and compliance reviews.
- Assisting with rota planning and resource allocation.
- Liaising with internal stakeholders to resolve complex customer issues.
- Supporting the implementation of new systems, processes, and digital tools.
- Participating in a weekend rota on a rotational basis.
About You
The successful candidate will have a strong customer service background combined with experience leading, mentoring, or training others.
Essential Requirements
- Strong working knowledge of the FreshDesk customer service platform.
- Previous experience within a customer service environment.
- Experience training, mentoring, or supervising team members.
- Strong communication and leadership skills.
- Excellent organisational and time management abilities.
- High attention to detail and commitment to delivering exceptional customer care.
- Data analysis and reporting skills.
- Professional and confident telephone manner.
- Strong literacy and numeracy skills.
Desirable
- Experience within healthcare, pharmacy, or a regulated environment.
- Experience implementing service improvements or operational processes.
What's on Offer?
- Opportunity to join a growing and successful organisation.
- Supportive and collaborative working environment.
- Career development and progression opportunities.
- The chance to play a key role in shaping customer service standards and team performance.
- Competitive salary and benefits package.
Recruitment Pro Ltd is operating as an Employment Business. Once you click to apply for this job your application will be immediately received by Recruitment Pro Ltd. If your application is successful, you will be contacted within 5 working days. If you do not hear from us after 5 working days you have not been successful on this occasion and unless otherwise advised, Recruitment Pro will keep your details on file to contact you regarding any future suitable opportunities.
Customer Service Team Leader employer: Recruitment pro
Join a well-established and growing healthcare organisation that values its employees and fosters a supportive and collaborative work culture. As a Customer Service Team Leader, you will have the opportunity to develop your leadership skills while contributing to the continuous improvement of customer service standards. With a focus on career development and a competitive benefits package, this role offers a meaningful and rewarding career path in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Recruitment pro. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Recruitment pro before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Recruitment pro:Your cover letter is your chance to shine! Tell us why you want to work at Recruitment pro specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Recruitment pro!
How to prepare for a job interview at Recruitment pro
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
