expression of interest: customer service manager / team lead

• Exclusive Access: Be the first to hear about top Customer Service Leader and Team Lead positions across various industries.

• Expert Coaching: Receive personalised interview preparation and career guidance to confidently showcase your strengths.

• Market Exposure: We leverage our extensive network to connect you with the most relevant companies seeking exceptional leaders.

• Career Progression: We're invested in your growth and partner with you to find the ideal opportunity to propel your career forward.

• Proven experience leading and motivating customer service teams to deliver exceptional service.

• A strong record of coaching and developing successful customer service representatives.

• A history of exceeding service level agreements (SLAs) and fostering a positive and productive team environment.

• Expertise in KPI (key performance indicator) measurement and analysis, utilising data to drive continuous improvement in customer service, efficiency, and team performance.

• The ability to inspire, motivate, and empower teams to achieve outstanding results.

• Excellent communication skills to build strong relationships with both internal and external stakeholders.

• Lead and guide a team of customer service representatives, championing superior customer service and consistently exceeding SLAs.

• Conduct significant one-on-one meetings, utilising KPIs to mentor and refine team member performance.

• Provide extensive support to customers, delivering expert guidance (including phone support, if applicable).

• Be prepared to proactively step in and offer direct support to the team when needed.

• Oversee the entire customer service operation, developing and implementing strategies to improve customer experience, efficiency, and team performance, with a focus on exceeding SLAs.

• Analyse data to identify trends and implement training programs to continuously improve the team's skills based on KPI measurement and analysis.

• Experience as either a Customer Service Manager / Team Lead: Build a Thriving Team!

Randstad