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Customer Service Team Leader

Job Title Customer Service Team Leader
Contract Type Permanent
Contract Duration
Sectors Office and Business Support, Customer Service,
Location Godalming
Job Published about 2 months ago
Our Reference 24796
Who to Contact Lauren Findlay
Contact Email

Job Description

Customer Service Team Leader – Godalming  - £28k - £30k  

We are currently seeking an experienced Customer Service Administrator to work for an established Telecommunications business. The main responsibility of the role involves managing the customer experience including implementation and day-to-day management for designated accounts. The role also covers customer queries, fault logging, troubleshooting, new order implementation and logistics support.


  • Provide training, coaching and support to staff members on new and existing in-house systems
  • Offer expert advice and guidance on the systems to our internal customers while keeping abreast of new products and technology
  • Prioritise, plan and manage the team and their workloads when faced with multiple tasks and work to monthly deadlines and targets
  • Be the key contact point for customer escalations both externally and internally for all customer related issues


  • Proactively identify and implement enhancements to our in-house systems, service, processes and procedures
  • Establish and maintain relationships at the relevant levels with internal and external customers which may include off site visits with suppliers and customers
  • Develop effective working relationships with key customer contacts by proactively engaging with them on a quarterly basis to ensure we continue to exceed customer expectations
  • Proactively visit customers alongside the Account Managers to build relationships
  • Support the Account Managers to scope and deliver new solutions/enhancements
  • Ongoing communication with corporate and consumer accounts across all levels
  • Control the process of handover from the implementation team with a view to ensuring a full brief on how the account should be managed on a day-to-day basis


  • Management responsibility for 6 employees
  • You will conduct weekly team meetings, SME and Major review meetings with Account Managers
  • You will conduct call scoring reviews, one to one meetings with staff, preparing and organising staff development, discussing ideas and objectives and holding any staff disciplinary meetings
  • You will capture all service processes, document and providing training to the team
  • You will work alongside the Head of Mobile Service with recruitment on any new member within your team


To be considered for this opportunity, please send your CV to 01384 457316.


Keywords – Customer Service – Sales – Administration 

Ref: 24796 Published: about 2 months ago

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