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Job Description Customer Services Team Leader


INSERT ORGANISATION NAME & LOGO

 

JOB DESCRIPTION

Job Title

Customer Services Team Leader

Line Manager/ Reports to

Insert as applicable e.g. Customer Services  Manager

Department/

Section

Customer Services

Location

Head office in Braintree or such other location that may be required of the job role

Website details can be inserted here

Job Ref & about the organisation  

Social Media info etc 

Core Objectives

To assist in the development, performance and maintenance of the customer service activities of the organisation with responsibility for the day to day activities of your team

 

Main Tasks/duties and responsibilities  

 

 

Responsibility to staff and direct the team :

– assist with the responsibility for the customer services development, performance and maintenance within the organisation

– meet your targets and those of the team as a whole

– efficient running of the team

– contribute to training and development of the team

– achieve maximum profitability and growth in accordance with organisation plans

 

 

Day to day responsibilities for the team as agreed with the Line Manager to include:

– participate in all the day to day customer services activities

– assist with effective liaison, support and assistance between customer services department and rest of organisation

– maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities

– use CRM system to manage the functions of receiving, analysing, resolving and documenting customers’ issues and complaints in accordance with the organisation’s requirements

– assist with  developing plans for customer services activities to include customer management to achieve satisfaction targets

– provide support to all other departments with customer service and related issues

– subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met

– reporting (content and format as agreed) on a monthly basis or as otherwise required

– contribute towards plans for team activities to include strategy to achieve agreed targets

– assist with preparation and agreement of individual action plans and targets for all team members

– prepare and conduct presentations and proposals

– delegate authority and responsibility to team with supervision, accountability and review

– set an example for team members of commitment, customer service activities, work ethics and habits and personal character

– maintain accurate records

– control expenses to meet agreed  budgetary controls

– adhere to all organisation policies and procedures

– interact and co-operate with all members of the organisation, its suppliers and clients/customers

 

From time to time you may be expected to be part of special projects as are reasonably required of your job role

You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organisation generally.

Hours

Your usual hours will be from 9am to 5pm. However you will be expected to work as and when necessary to meet the needs of the team and your targets. Your job will be a mixture of travel and office based.

Secondary Tasks/duties

 

 

 

 

The role is part of the whole organisation team and as such requires you to perform such reasonable tasks that are required, as and when necessary, to maintain, promote, develop and expand the business of our organisation and its interests generally.

 

You must carry out your duties to the best of your ability, having consideration for the needs of your colleagues, the organisation and its clients/customers. You must obey all lawful and reasonable orders given to you and comply with the organisation’s rules, procedures and policies

Management / supervisory responsibilities

 

 

People or equipment

 

People who report to you

You have responsibility for allocated team members who will all report directly to you

 

Equipment

You are responsible for the equipment provided to you for use in your job role and to your team. This means you must ensure that equipment is used in accordance with training provided, the organisation’s policies and procedures and the law and using, where applicable, any safety equipment or Personal Protective Equipment provided. You are responsible for ensuring that the equipment used by the team is maintained and can be used/operated at all times.

Essential Abilities/ Competencies of this job role

You need

– qualifications sufficient to perform the job role – insert as applicable

– experience  in this type of job role – insert as applicable e.g. minimum 2 years

– experience of  customer service governance

– understanding of customer service management obligations (including statutory obligations), requirements and dynamics

– ability to use computer software – insert as applicable e.g. Sage

– ability to assist in customer service management and control

– leadership with ability to motivate a team

– project management skills

– ability to work under pressure

– full driving licence

insert anything else required

 

You need to have and maintain (with regular training and updates as necessary) the knowledge, technical skills and qualifications that are necessary to perform your job role to comply with the requirements of the organisation and any applicable rules, regulations (particularly of any professional body) and with any law which applies to your job role.

Special working Conditions

You may be expected to work in accordance with the organisation’s overtime policies

Insert following if applicable – The nature of your role will require you to travel within the area that your team covers. However, from time to time you may be expected to travel outside that area as the job role requires

 

Salary level C – £25,000
Benefits insert details of any benefits

Approved by Name

John Smith

Job Role

Insert as applicable

Date approved

Insert as applicable