Customer Service Team Leader

Crewe, England, United Kingdom

12/16/2024

Job Advert

Customer Services Team Leader – Telematics

Heard of us?

We’re an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity, and technology solutions. We support our customers with a range of products and services to meet their needs.

Since 1990 our ambition has never wavered. From humble beginnings, our vision and drive has seen us venture into new markets with confidence and stay ahead of market trends. Our mission is to help businesses of all sizes adapt to the future and take advantage of the opportunities that change brings. Sustainability is at the core of our offering. With our leading e-mobility solutions, we’re committed to guiding businesses through the energy transition, building solutions for a more sustainable, connected future.

This is where you come in. We are on a journey of growth. We pride ourselves on being at the forefront of technology innovation and we invite you along on this journey.

Job Purpose

The role of Customer Services Team Leader – Telematics is really important to us. You will be responsible for leading and inspiring a team of customer service representatives, providing guidance, support and coaching to maximise their potential and professional growth as well as enhancing the customer experience for customers across the Telematics product portfolio. We would love to welcome you to our Crewe office, working hours are Monday-Friday 8.30am – 5.00pm.

Your Responsibilities Day To Day Will Be…

• Serve as a Team Leader and advisor splitting time evenly between both roles, acting as a subject matter expert and being flexible to support on inbound voice lines in line with Customer Service Advisor objectives where needed.
• Leading, guiding and motivating the team to help colleagues work together and ensure they’re delivering great customer service.
• Foster a positive and engaging work culture, promoting teamwork, collaboration, and open communication within the team.
• Organise and delegate workload as well as monitoring output to ensure quality of work.
• Set clear performance objectives and monitor individual and team performance against key metrics, implementing strategies to improve performance and meet or exceed targets.
• Conduct regular performance reviews and provide constructive feedback to team members, recognising achievements and addressing areas for improvement.
• Providing quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints – building long standing relationships with our clients
• Develop and implement training programs and initiatives to enhance the skills and knowledge of the customer service team, ensuring they are equipped to deliver outstanding service.
• Handle escalated customer inquiries or complaints, demonstrating strong problem-solving skills and a customer 1st centric approach.
• Promote and enhance ‘First Call Resolution’.
• Collaborate with other departments to identify areas for improvement in customer service processes and contribute to cross-functional initiatives, including driving cross sell productivity in line with business objectives.
• Act as the ‘Voice of the Customer’ across the organisation.
• Ensure adherence to company policies, procedures, and service standards, actively seeking opportunities for process improvements and efficiency gains.
• Stay updated on industry trends and best practices in customer service, sharing knowledge and implementing relevant strategies to enhance the team's performance.
  
  
  

What do we expect of you?

• Knowledge of customer service best practices and a commitment to delivering exceptional customer experiences
• Demonstrate ability to motivate and communicate with others at all levels.
• Strong problem-solving skills and the ability to handle escalated customer inquiries or complaints with empathy and professionalism.
• Established track record of exceeding targets, KPI’s and SLA’s, in a quality led service environment
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• The ability to multi-task and work comfortably under pressure.
• Identify issues and work to resolve them in partnership with all other areas of the business.
• Excellent communication and interpersonal skills, with the ability to effectively motivate and engage team members.
  
  
  

What can you expect of us?

• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive. And of course, you will be compensated competitively along with bonus potential and a good range of core benefits
  
  
  

If you’re interested but not sure if you have all the criteria listed... have a chat with us. We are open to applications from varied backgrounds.

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation, or socioeconomic background.

We do not accept speculative agency CVs. Any CV received by Radius will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Talent Team.

Department

Customer Service & Operations

Contract type

Permanent

Hours

37.5 Monday- Friday

Salary

Competitive