Full time onsite – Monday to Friday
Salary: £32,000 - £34,000
CCP are delighted to be supporting a premium homeware brand with the appointment of a resilient Customer Service Team Leader to join their Exeter based contact centre team. You will oversee daily operations across both B2B and B2C channels, leading, developing and mentoring a team of Customer Service Advisors. You will work closely with colleagues to ensure all interactions reflect company values and commitment to high level service.
This is an onsite role working Monday to Friday, 9am - 5:30pm. There is ample parking on site and easily accessible on public transport.
Customer Service Team Leader - Key Responsibilities (not limited to):
1. Lead, coach, and develop a motivated customer services team to ensure strong performance against KPI's.
2. Support wellbeing and performance within your team, fostering continuous improvement within the contact centre.
3. Monitor service levels, ensuring KPIs and service levels are consistently met across customer requests, orders, sampling, etc.
4. Track and report on response times, accuracy, delivery timelines and satisfaction.
5. Escalate gaps or risks in service and coordinate rational solutions.
6. Handle escalated customer queries, balancing B2B and B2C needs.
7. Oversee sampling, displays and bespok...