Customer Service Team Leader

Informa • Milton, GA

353d • Remote

About The Position

Every day millions of people read our content. Would you like to be part of our customer journey? Are you ready to be a Customer Service Team Leader managing a team with a determination to drive for results? This key role will work from home and from our offices in Oxfordshire or Colchester twice a week. You will lead by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. The position reports to the Customer Service Manager and will work as part of a global Customer Service team, collaborating to manage day to day business processes and customer workflows liaising with other departments where appropriate. Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first time resolution, and reduce customer effort will be a key requirement. The successful candidate should have demonstrable previous Customer Service leadership experience covering a variety of CS processes and including management of complex/challenging customer issues.

Requirements

• Demonstrable previous Customer Service leadership experience covering a variety of CS processes.
• Experience in managing complex/challenging customer issues.

Responsibilities

• Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures.
• Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact.
• Managing workload, reviewing capacity globally and in collaboration with the management team ensuring your team/department handles day-to-day priorities and department objectives.
• Recruiting new team members. Providing support, training and coaching to members of the team.
• Facilitating meetings and delivering presentations.
• Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity or reduce costs.
• Taking ownership for assigned projects, planning and managing, delivering milestones on time.
• Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Personal and Laundry Services
• Number of Employees: 5,001-10,000 employees