Customer Operations Team Leader (Maternity Cover)

Department: Customer Operations
Location: Castle Donington

Role Description:

To deal with and direct customer calls ensuring requirements are dealt with efficiently and professionally. Maintaining and improving customer relationships and dealing with escalated issues presented by both the customer and the Customer Operations Representatives as appropriate.
Day-to-day responsibilities will include:
– Day to day support and management of the Customer Operations Team
– Close liaison with the Customer Operations Manager to ensure telephone cover is maintained
– Creation of working rota’s and approval of time sheets and holidays
– Taking customer calls and updating the internal system
– Providing asset processing support for technicians
– Improving customer relations through effective and professional communication
– Liaise with outsourcing company to maintain customer information and scripts.
– Ensure overnight jobs processed on a daily basis and any queries raised as required
– Ensure any customer issues are escalated as necessary

Qualifications and experience Requirements:
– Previous customer service/ call centre experience
– Confident with Excel Spread sheets and Microsoft packages

Personal Requirements:
– Excellent customer service skills
– Professional telephone manner
– Accuracy and attention to detail
– Good computer skills
– The ability to provide clear and concise communications either verbally or written
– Good team player
– Ability to work under pressure whilst maintaining a positive and enthusiastic attitude
– Flexible and adaptable attitude with the ability to work different shift patterns and provide holiday cover
– Confident and motivated to provide a high level of service to the business and customer
– Thorough knowledge of UK Geography

37.5 hours per week, temporary maternity cover

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