Description Do you thrive in Customer Service Delivery:Do you have a passion for delivering exceptional customer centric services?Do you enjoy leadership - managing and motivating a team?Enjoy the cut and thrust of daily operations, arranging your teams responsibilities?If the answer is YES - WE WANT TO HEAR FROM YOU!!
!We can offer: a salary up to £31,000 + fuel expenses + company benefits.A supportive management style from the Customer Services Manager.Career opportunities.A high level of job satisfaction.An opportunity to work on health-tech and make a difference to peoples health.We're looking for a Customer Service Team Leader to manage and oversee the daily operations of our Customer Service and Engineer Teams..You'll ensure they meet their KPIs across our software portfolio while delivering outstanding service to both customers and the business.
If you're proactive, organised, and dedicated to creating a positive customer experience, we'd love to hear from you!The Key Responsibilities as the Customer Service Team Leader, you will:Manage and Onboard Staff: Lead the onboarding process for new customer service and engineering team members, providing structured plans and regular reviewCustomer Onboarding Oversight: Ensure smooth onboarding of customers, supporting the Customer Support and Training Specialists (CSTS) to follow correct processesMonitor and Support Line 2 Operations: Maintain appropriate staffing, monitor calls and inbox activity, and assist with Business as Usual (BAU) and Hx supportProvide First-Line Support: Serve as the initial support point for team members on-site and during remote sessions.Resource Management: Ensure full team utilization and manage scheduleDrive Department KPIs: Oversee day-to-day KPIs, ensuring targets are consistently metManage Customer Queries and Escalations: Act as the primary contact for customer escalations and complaintsApproval of Staff Requests: Assess and approve/decline expense claims, leave requests, and time in lieuSupport ISO Compliance: Ensure accurate completion of Netsuite cases in line with ISO requirementManage Recruitment and Training: Oversee the recruitment process and create a team training matrix to identify and address skill gapsConduct Service Reviews: Organize regular service reviews with key customers and liaise with internal teams for ongoing developmentSupport Customer Success: Assist the team in generating leads, supporting renewals, identifying upsell opportunities, and managing accountsWhat we expect from you:Experience in Customer Service and Team Leadership we are expecting team leadership experience as a MUSTStrong Organizational Skills with a proactive approach to resource management and KPI achievementExcellent Communication Skills for customer escalations, team guidance, and interdepartmental coordinationProblem-Solving Ability to handle service issues and internal development requesIdeally, knowledge of ISO Requirements will be a benefit, but not essentiaThe Benefits: A salary up to £31,000 + fuel expenses, pension + holidays and career development.Ready to lead a dynamic team and elevate our customer service to the next level?
Apply now to join us as our Customer Service Team Lead