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Customer Service Team Leader

Location: Guildford, Surrey

Contract: Full Time

Job Summary

My client is looking to recruit a Customer Service Team Leader.

The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.

Responsibilities / Duties

Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a Navien Technical Engineer to carry out the work
Manage the jobs allocated to service agents to ensure appointments have been booked with customers
Document all call information according to standard operating procedures
Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
Manage jobs and invoices to close off outstanding work through the process of payments to finance
Arrange collection of parts after job with warehouse and engineers
Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders
Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
Support the company promotions by keeping the data up to date
Provide customers with product and service information
Support training administration for engineer training days
+ other ad hoc duties

Skills/ Experience

Worked in a call centre environment
Experience working with Microsoft Office Excel and other MS Programs
Highly motivated and pro-active
Customer focused with excellent customer service
Previous team leader experience
Strong organisation skills
Willing to learn new processes and adapt to changes
Pay attention to detail
Must be able to communicate at all levels and be a team member
Strong Communication and Listening Skills
Ability to Work as a Team and Individually

Benefits

22 days holiday, rising for long service

Free on site parking
Private health care after two full calendar years
Employee benefit scheme

Customer Service Team Lead - Guildford - £30,000

Damia Group Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept our Data Protection Policy which can be found on our website.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

Damia Group is acting as an Employment Business in relation to this vacancy and in accordance to Conduct Regulations 2003