Customer Service Team Leader - £30,000 Location: Guildford, Surrey Contract: Full Time Job Summary My client is looking to recruit a Customer Service Team Leader.
The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.
Responsibilities / Duties Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a client Technical Engineer to carry out the work Manage the jobs allocated to service agents to ensure appointments have been booked with customers Document all call information according to standard operating procedures Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice Manage jobs and invoices to close off outstanding work through the process of payments to finance Arrange collection of parts after job with warehouse and engineers Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out Support the company promotions by keeping the data up to date Provide customers with product and service information Support training administration for engineer training days + other ad hoc duties Skills/ Experience Worked in a call centre environment Experience working with Microsoft Office Excel and other MS Programs Highly motivated and pro-active Customer focused with excellent customer service Previous team leader experience Strong organisation skills Willing to learn new processes and adapt to changes Pay attention to detail Must be able to communicate at all levels and be a team member Strong Communication and Listening Skills Ability to Work as a Team and Individually Benefits 22 days holiday, rising for long service Free on site parking Private health care after two full calendar years Employee benefit scheme Customer Service Team Lead - Guildford - £30,000