Customer Service Team Leader

Our client has an opportunity available for a Customer Service Team Leader.

Requirements:

• Degree in Consumer behaviour, Communications, Business or equivalent – beneficial.
• 2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - essential.
• Experience with in the FMCG, retail sector or similar - preferred.
• Demonstrate a passion for people.
• Knowledge of Customer Contact or Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- essential.
• An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function- demonstrating knowledge of trending practices in this context - essential.

Responsibilities:

• Supporting strong foundations on which to build the continuous development, improvement, efficiency, and success.
• Ensure that the specifically allocated customer services team complies with relevant regulations.
• Ensure support and input to financial objectives by providing cost estimates and budget inputs.
• Together with other stakeholders, support the preparation of performance reports, and report to the Customer Services Manager as required on:
  • Complaint Trends
  • Reputational Risk issues
  • Opportunities.
• Support and participate in the enablement of culture and employee communications.
• ensure succession development plans are in place and take responsibility for the development of an operational talent pool.
• Support regular compliance and audit checks to measure performance against targets across all channels and services.
• Maintain and improve customer services operations by participating in setting targets and effectively collaborating with other role players in the team.