Customer Service Lead 12 Month FTC

SF Group
£32,000 per annum
06 Jul 2018
19 Aug 2018
Contract Type
Full Time

SF Group are currently recruiting Customer Service Lead on 12 Month FTC for our client based in Lichfield. This role is paying up £32,000 for the right candidate.

The purpose of the role is to manage the handling of all incoming customer communications, ensuring they are dealt with in line with agreed KPI's and procedures. To manage the customer team to effectively and efficiently deliver a world class standard of service for the receipt and management of all customer communications.


  • Support the Customer Service Manager in the development and provision of world class customer management support services for the society
  • Develop and deliver a service which meets agreed SLA's/KPI's and CI targets
  • Monitor and report on performance against SLA's which are agreed with internal customers
  • Deliver and monitor performance against SLA's, which are agreed with internal customers
  • Develop and deliver plans to swiftly address performance that is reported to be below the agreed standard
  • Implement policies and procedures which ensure the quality if outgoing communications
  • Coach and develop team members through regular 1 :1 and team activities
  • Undertake regular calls/ communications to improve quality, minimise errors and track colleague performance
  • Act as a escalation point for resolving complex customer complaints or enquiries
  • Lead, manage and support the team, providing annual colleague development and performance against plans with regular reviews

Essential Experience

  • Previous experience managing a team in a customer facing environment
  • Significant experience of dealing with customer communications and interactions
  • Experience of working within or managing a complaint handling team

If you are interested in this position, please apply or contact Harbinder Soul on

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