Customer Service Team Leader

Posted 11 days 3 hours ago by Confidential

£25,000 - £28,000 Annual
Not Specified
Customer Service Jobs
West Midlands, United Kingdom
Job Description
Our client based in Coventry, is recruiting an experienced Customer Service Team Leader. You will be responsible of overseeing a team of Advisors, who will undertake daily conversion tactics, which take place through a variety of channels, which the intention of supporting customers through their decision-making journey. As well as working alongside the Head of Conversion to help with campaigns, key metrics and targets set for the team.

As an Customer Service Team Leader, your main responsibilities will be:
* Responsible for organising and planning the daily inbound and outbound conversion activity of the Advisors
* Ensure all work carried out by the team is completed accordingly, turnaround times are being met and customers standards are met
* Be the first point of contact for the team in terms of borderline decisions and complex queries
* Responsible of achieving team interaction & conversion targets for the key steps within the customer journey
* Responsible for the regular creation and reporting of key metrics relating to conversion activity, managing and maintaining complex dashboards
* Overseeing CRM and Enquiry training to new members of staff across the organisation
* Providing team feedback in relation to the CRM and Admissions systems, in relation to usability and system updates, contributing to project boards as necessary
* Responsible for the tailoring of messages to the prospect and their circumstances, following the understanding of the customer needs and preferences, whilst providing exceptional customer service and providing additional information
* Attend prospect events across the organisation to build product knowledge

Skills and experience required for the role:
* Senior/Management experience
* Previous customer service/call centre experience
* Experience of analysing data and providing management reports
* Experience of working towards interaction, sales targets with an understanding of KPI's and metrics
* Professional
* Approachable
* Strong administration and organisation skills
* Good customer service skills
* Ability to work under pressure and within a fast-pace environment
* IT literate
* Team player
* Flexible approach to hours of work includes evenings/weekends
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