Customer Relations Team Leader

Cactus Frontline
£28,000 per annum
12 Aug 2017
31 Aug 2017
Contract Type
Full Time
This is a fantastic opportunity for Customer Relations Team Leaders to join a highly regarded and growing business in Birmingham who are looking to maintain their reputation for providing first class customer service.

As a Customer Relations Team Leader, you will manage a team of Customer Relations Case Handlers ensuring that you are leading from the front and helping them to provide world class service to their customers through training, coaching and leading by example as well as influencing the wider organisation to ensure excellent service is achieved.

Alongside the competitive basic salary of £28,000 the organisation offers a fantastic benefits package including pension scheme, health/dental care schemes and holiday purchase option. This is also a wonderful opportunity to progress with a large business with a great reputation.

Key Responsibilities:
* Manage your team to handle all customer queries in a professional, courteous manner ensuring all customers are provided with the best level of service
* Mentor and coach Customer Relations Case handlers to deliver against business objectives and individual goals
* Carry out regular performance reviews and 121s
* Engage, train, support and develop a team to enhance business, customer and individual performance
* Monitor and manage team performance and identify areas for improvement
* Manage escalated cases and stake holder sensitive cases through to completion, ensuring you demonstrate professional, efficient and polite interaction with the customer and when providing feedback to the business at all levels
* Motivate individuals within the team in order to generate a vibrant, positive, team orientated culture which is focused on delivering outstanding customer service

Required Skills and Experience:
* Previous experience of managing a team within a Call Centre environment
* Excellent communication skills and the ability to negotiate and influence across all levels of business
* Confidence, drive and an outgoing personality
* The ability to multi-task and think on your feet
* A real passion for customer service excellence

We endeavour to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you've been waiting too long, please do get in touch and we'll always do our best to give you feedback on your application.

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