Customer Service Team Leader



£22,000 - £24,000


Hazan Beliger
020 8989 7779

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Contact Centre Partners are delighted to be supporting a fantastic Fashion Retail brand who are looking for a Customer Experience Team Leader to join their busy customer service team based in East London.

You will be responsible for looking after multilingual teams who offer customer experience assistance via a series of channels - email, telephone, and social media.

This is a 24/7 operation and the shifts are 08:00 - 17:00 and 12:00 - 21:00 (one week in the morning and the next one in the afternoon)

Responsibilities include but are not limited to:

· Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities

· Ensuring customers queries are answered with the aim of a first-time resolution and are responded to within our agreed response time

· To achieve KPI's whilst maintaining excellent quality

· Identify and highlight trends in any customer queries

· Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve individual's contribution within the context of their existing job role

· Conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis

· Act as an escalation point for your team on unresolved customer issues and flag business and potentially contentious issues to senior management

Key Skills

· Demonstrate that you have experience coaching and managing a team

· Adapt to change pretty quickly

· 1 years minimum Team Leader experience

· Contact centre experience

If you are availble to start ASAP please send your CV to be shorltisted