Full job descriptionReed Business Support are delighted to be recruiting on behalf of a well-established and customer-focused organisation based in Maidstone. With a strong reputation for delivering exceptional service, this business is committed to developing its people and continually improving the customer experience. This is an excellent opportunity for an experienced customer service professional looking to take the next step in their leadership career.
The RoleAs a Senior Customer Service Team Leader, you will be responsible for leading and motivating a customer service team to deliver outstanding support to customers. You will monitor performance, manage escalated queries and complaints, support staff development, and identify opportunities to improve processes and service standards. This role offers the chance to make a genuine impact within a growing and supportive organisation.
Key Responsibilities• Lead, motivate and support a customer service team
• Monitor team performance against service levels and KPIs
• Manage and resolve escalated customer complaints effectively
• Coach and develop team members through regular training and feedback
• Identify and implement service improvements and best practices
• Ensure high levels of customer satisfaction are maintained
• Produce performance reports and provide management updates
• Support recruitment, onboarding and ongoing team development
Skills & Experience Required• Previous experience in a customer service leadership or supervisory role
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Experience monitoring and managing KPIs and service metrics
• Customer-focused approach with a commitment to service excellence
• Ability to motivate, develop and lead a successful team
Benefits• Leadership development opportunities
• Company pension scheme
• Annual performance and salary reviews
• Employee rewards and recognition programme
How to ApplyIf you have the relevant experience and would like to discuss this opportunity further, please apply online today.