Customer Service Team Leader

Customer Service Team Leader (Commercial) - Knottingley - Up to 45K + Private Healthcare + Up to 15% pensionThe Customer Service Team Leader supports customer service activities by directing and overseeing a minimum of 8 team members, resolving customer questions and complaints, participating in project work and developing programs and procedures to enhanceoverall productivity and performance.The role sits within an international organisation with ample room for both personal and professional progression and growthCustomer Service Team Leader Responsibilities Oversee day-to-day running of the Customer Service department; managing the workload of the team by ensuring all calls are answered, mailboxes managed, portals maintained and complaints raised in compliance with departmental Service Level Agreements (SLA's), setting project deadlines to maximise operation and performance of team Deal with escalated calls and emails as the first point of communication between the business and customers Channel owner lead for one channel each year and contingency for a second channel Implementation of all SAP pricing; uploading all accounts to specified dates, within business guidelines daily Internal control measures - checking new delivery account set ups, ensuring all universign approvals are received and correctfor credits, returns, Negatives etc. Manage KPIs and prioritise urgent tasks. Liaise with CSM to plan and dispatch CSAs to meet urgent requirements Run daily reports to ensure tasks are actioned within the SLA's to minimise any overdue works Manage the completion process and ensure all orders, queries, calls and complaints are fully closed Ensure clear and timely communication, issue resolution, analysis and reporting to customers is conducted Investigate and provide resolution to Customer Service issues, in the most appropriate, cost effective and efficient manner tothe business. Implement corrective and preventative action to ensure processes are adequate and remedial action is effectiveand manage response to unforeseen events Support the team with tasks, training and personal development to achieve customer service excellence Proactively troubleshoot, resolve and foresee potential sales issues, making logical decisions (considering all options,outcomes and consequences) and focus on future business demands Rolling out new business processes Innovate and recommend continual improvement opportunities within business processes, procedures and tasks, focusingon customer experience and satisfaction Deputise for the Customer Service Manager and assist with project initiatives Undertake other duties commensurate with the job role as directedApply now for immediate consideration for the Customer Service Team Leader position or contact George Harvey at ITSS Recruitment for further details.