Customer Services Team Leader

Job Function: To lead and supervise the Customer Services team, ensuring the delivery of a professional, efficient and high-quality service to customers. Taking responsibility for the day-to-day management of the team, monitoring workloads, maintaining service standards and ensuring customer enquiries and issues are dealt with promptly and effectively. Supporting the development and performance of the team through regular one-to-one meetings, performance reviews, quality assessments, coaching and mentoring. Acting as a point of escalation for customer complaints and service-related issues, ensuring these are resolved in a timely and professional manner. Reporting to: Service Manager Liaising with: Operations Team, Customer Operations Desk, Head Office Staff, Customers, External Engineers and Suppliers, Finance, Workshop, Sales and Service Manager. Responsibilities: Managing and maintaining the day-to-day workload of the Customer Services team. Acting as a point of escalation for customer queries, complaints and service-related issues. Communicating with customers and providing regular updates on outstanding enquiries, requests and work progress. Maintaining professional and courteous communication with customers over the telephone, by email and when customers visit our premises. Ensuring customer records and all relevant information are accurately maintained within company systems. Monitoring team performance and ensuring agreed service levels and KPIs are achieved. ..... full job details .....