Customer Support Lead

Details

Description

Customer Support Lead

Manchester City Centre

£24,500.00 per annum + Bonuses + Company Benefits including access to Private medical and dental care, Perkbox, Cycle to work scheme

28 days holiday per annum + Bank Holidays

The Role:

Our client is currently recruiting for a Customer Support Lead who will report to the Customer Support Supervisor and play an integral role in ensuring quality, success, and a world class NPS when putting their customers first.

Job Description:

  • Work closely with the team, motivating/supporting and coaching them
  • Contributing to 121’s, probation reviews and Team Meetings alongside the Supervisor, moving to taking responsibility in these areas as experience develops and feeding back to the Supervisor
  • Recruitment - Active involvement in the different areas of the recruitment process as required
  • Manage day-to-day call centre activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLAs and Service Level
  • Assist in the management of the team support channel, take ownership of customer escalations, and complaints that cannot be resolved by team members to ensure customer satisfaction and reduce churn
  • Be available to take calls as and when required
  • Prompt investigation, recording and management of problems reported by customers/CSRs, reporting back to the management team in weekly meetings
  • Assist in the prevention of fraud processes
  • Active involvement in training and development
  • Trust Pilots end to end management/resolution

Personal Specification:

Our client is looking for a member of the team who is ready to take a step up in responsibility. The successful candidate should have a good track record of reliability, efficiency, productivity, willingness to support, and the ability to multitask and prioritise their own workload.

  • Essential: An understanding of Tech/Customer Support within a Call Centre environment
  • Must have a strong attention to detail and be able to work efficiently and proactively within minimal supervision
  • The ability to multitask and prioritise workflows effectively
  • Must be an excellent communicator
  • Strong analytical skills will be beneficial

If you feel you have the skills and experience detailed, please do not hesitate to apply now!!

Apply now

 

Apply now

Anderson Associates

Delivering Retained, Contingent and RPO services for our partners across multiple verticals and sectors and experience levels from Graduate to Executive Search.

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