Customer Services Team Leader
Chiswick, London, UK
6d ago

The Opportunity

The Customer Relations Team Leader is responsible for leading and motivating a team of Customer Relations Advisors in order to achieve individual, departmental and organisational objectives.

Key result areas include : Achievement of all departmental KPI’s. Delivery of objectives for self and team. Maintaining the accuracy of the teams’ work instructions and process flows.

Identifying and developing talent. Coaching and mentoring. Regularly reviewing own and departmental performance and knowledge to ensure the customer experience is continually improving.

Managing and protecting customer information, including sensitive financial information in accordance with relevant legislation.

Ensuring data is accurately processed on all systems Management of complaints including root cause analysis and process improvement

About BSI

Do you believe the world deserves excellence? As the leading global business standards company BSI helps 84,000 clients worldwide to improve their businesses.

From business continuity to recycling waste, from medical devices to the exploration of space, we help businesses embed the habits of excellence so that they perform better, manage their risks more effectively and achieve sustainable growth and in doing so we touch the lives of many across the globe.

What we offer We offer a highly competitive starting salary with 27 days annual leave with the opportunity to increase this to 30 days, company-

paid private medical insurance, an excellent company-contributed pension scheme, and a wide range of flexible benefits that you can tailor to suit your life-

style. Plus, as we’re situated just above Gunnersbury Tube station it makes for a really easy commute, or you can use the free on-

site parking if you’d prefer to drive. Review our full standard benefits We carefully consider agile ways of working that allow for the best impact for our employees and clients.

If the working pattern you are looking for is not specifically indicated below, we are happy to discuss further.

About You

If you are motivational, empathetic, driven, and can use your own initiative then read on! We are looking for someone who has a drive for continuously exceeding the level of customer service that they deliver both to our customers and their team with proven experience in a contact centre environment.

The use of Salesforce is integral to the role and so you should have a minimum of intermediate knowledge. You will be required to meet given targets and deadlines within a process driven environment and so time management, resource planning and workflow management are essential skills together with the ability to motivate and develop a team of diverse, multi-

skilled agents in order to meet individual, department and organisational objectives and KPI’s. It is essential to be a good team player who shares knowledge, works collaboratively across the business, uses initiative and is self-

motivated. You will be comfortable communicating with colleagues on all levels and inquisitive, never shy to ask questions to aid understanding.

You must have good verbal and written communication skills and an eye for detail. In addition you’ll need to be educated to A’ level or equivalent with a GCSE grade C or above in Mathematics and English, be IT proficient and have an intermediate level of Microsoft Office and Outlook.

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