Customer Service / Customer Success Team Leader
North Kent
Monday - Friday, 40 Hours

Our client is a specialist retailer in high-value fixtures and fittings. They have been operational for nearly 20 years and work with some of the best designers and finest materials to offer the best in design, innovation and quality.

We have a new role that has arisen within the customer service division to focus on call quality and compliance. The individual in this role will be responsible for monitoring, coaching, mentoring, and grading the representative interactions that take place between the customer service team members and the customer to ensure they receive an exceptional experience.

Working closely with the current management team this role will drive the quality agenda in customer service by ensuring quality underpins the key performance indicators and service level agreements. Compliance with internal processes regarding query resolution and authorisation also require monitoring and reporting on.

You will be coaching and developing a team of multi skilled based staff, supporting a mixture of customers, processes, and enquiries to deliver industry leading service. You will lead by example and be a role model within the department.

As well as a competitive salary, the client offers a great benefits package and working conditions with a supportive and collaborative team.

Responsibilities
*Help drive improvements to the customer experience ensuring the customer is at the heart of everything you do.
*Identifying opportunities, implementing solutions to continually improve the customer experience.
*Ensuring a regular review process takes place to understand the background and reason for complaints and initiate training and mentoring of team.
*Managing relationships with internal stakeholders to help improve the overall customer experience.
* Manage the call and written quality programs within the customer service team, achieving the KPI's and sharing best practice where appropriate.
* To help maintain high morale and motivation within the customer service centre.

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