Client Operations Team Leader

Salary: £24,000 - £25,000
Ref: Basingstoke - T 4586

Our client is looking for an individual to join their team as a Client Operations Team Leader. The successful candidate will provide an outstanding level of customer service and ensure their team deals with customer enquiries and complaints professionally. You will be the first point of contact for your team’s escalations. You will be a strong people leader, managing up to 8 staff members.

Main duties:

  • Promote excellent customer service at all times, be professional in all interactions
  • Be first point of contact with escalations for your team, and other teams in the absence of their Team Leader/Business Unit Manager
  • Manage team performance and escalations
  • Attend Buyer meetings (where appropriate to team) and produce stats for inclusion in monthly reports
  • Attend 'Meet The Buyer’ events, where required
  • Work closely with Sales team to ensure clear communication channels for requirements and support are met
  • Support strategic projects, where required
  • Support training of new products, product updates within the team
  • Ensure all inbound customer calls are managed appropriately and in line with business KPI targets
  • Ensure all outbound customer call-backs are managed efficiently, accurately and within a timely manner
  • Arrange 1:1’s with team members and manage performance and sickness in line with company policy
  • Work with quality team on staff audit results and feedback
  • Audit staff in line with quality team process and standard
  • Manage business KPIs on a daily basis, verifications, email inboxes
  • Manage and distribute daily workload reports relevant to your team and keep clear statistics to show volume and completion status
  • Support other Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice
  • Provide a quality service to customers in all interactions
  • Preparation and management of team performance stats spreadsheets, report where required
  • Complete all mandatory training within the timescales specified

Experience and Qualifications:

  • Previous customer service experience in a similar role or senior capacity
  • It is essential to have excellent verbal and written communication skills
  • Ability to demonstrate previous success and experience in a similar function
  • Listening skills, to include empathy
  • Attention to detail
  • NVQ customer service or equivalent qualification desirable
  • Positive, self-driven & results orientated
  • Reliable, tolerant and determined
  • Well presented, business minded with a clear focus, professional attitude at all times

Skills & Knowledge:

  • Strong interpersonal, communication skills and problem-solving skills
  • Strong collaboration skills, ability to work with others at different levels in the organisation
  • Strong team player
  • Ability to pick up new systems and processes
  • Ability to plan personal work schedule and meet challenging deadlines
  • Ability to performance manage staff through positive KPI measurements

If you do not hear from a consultant within two weeks of submitting your details, then unfortunately on this occasion your application has been unsuccessful.

apply now