Based in Leeds (Office Based) Up to £35,000 per annum, dependent on experience 25 Days Holiday + Bank Holidays On Site Parking Employee Wellness Platform Bike to Work Scheme KEY RESPONSIBILITIES Supporting and motivating the customer service/support team and promoting a culture of strong team performance.
Agreeing, monitoring, and achieving internal customer service level agreements (SLA's ), targets and KPI's .
Developing and upskilling the existing team by providing them with training in negotiation, complaint and objection handling, and other key customer service areas.
Handling escalated/long-standing customer complaints or any major incidents, such as security issues.
Delivering a proactive service to our client's customers, leading to strong customer relations and increased retention/upselling/cross-selling rates .
Monitoring and analysing the customer service statistics and reporting on these to senior management.
Managing and delivering improvement initiatives and best practice techniques through various stages of the customer journey, including procedures, policies, and standards; tracking and reporting benefits of delivered projects.
Prioritising, implementing, and championing improvements in customer service within your team and across the wider business.
Managing ongoing relationships with external third-party suppliers and engineers Conducting appraisals and regular staff 1-2-1's , with the assistance of the HR Manager.
Maintaining accurate records of discussions or correspondence with customers on internal CRM systems.
Gaining a thorough understanding of our client's products and services.
SKILLS & EXPERIENCE A real passion, understanding and commitment for creating an exceptional customer experience.
A strong leader with the ability to develop and motivate a customer service team, taking them through the journey of what makes great customer service/experience.
Excellent interpersonal skills with the ability to influence and guide a range of stakeholders and colleagues.
Highly resilient with strong organisational and time management skills; self-motivated to deliver to the highest standards.
Looking for continuous improvement, able to give and receive feedback in an honest and open manner.
Are technically savvy and can analyse/interpret data effectively to gain valuable insight into customer experience.
Will invest in continuously developing their knowledge of the customer service industry through relevant blogs, webinars, and industry-related workshops, thereafter, implementing this into the workplace.
OUR CLIENT Our client is an established provider of effective market leading technology systems for their industry sector.
Customer support and technical innovation is at the forefront of what it does and has allowed the business to maintain an excellent reputation which has resulted in the business being voted the UK's number one system in their marketplace.
They have a fantastic working culture, one which inspires growth and personal development, and this really is evident across the business.
If you feel you are suitable, please apply today or if you would like to discuss the opportunity further, please contact Matt Pallister: 07943 710 160 | 0113 332 0678 |
Thank you for taking an interest in the role advertised.
We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance.
If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role.
However, we endeavour to consider all applicants for future opportunities; should you wish to speak to the named consultant about your application, please contact us directly.