Customer Service Team Leader

Our client, one of the fastest growing online home retailers in the UK, is seeking an experienced Customer Service Leader to enhance the team's capability in handling customer complaints effectively with a customer first approach. The ideal candidate will possess strong leadership skills, with a background in team management and a proven record of delivering exceptional customer service.

• Manage a team of about 15 agents working remotely.
• Provide timely and quality responses to customer complaints and escalations across all channels.
• Ensure a customer centric approach is embedded in all processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience across all touch points.
• Manage day to day operations of the customer service team.
• Provide training and support to team members in complaints handling and customer service skills.
• Contribute to a positive team culture and motivate staff towards achieving performance targets.
• Monitor team performance and ensure the team adhere to our quality metrics.