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