Customer Service Centre Team Leader

  • Vacancy Title
  • Customer Service Centre Team Leader
  • Company
  • Sunbelt Rentals
  • Location
  • Walsall Wood
  • Job Category / Type
  • Hire Desk Customer Service
  • Job Description
  • Are you the type of person who enjoys regularly interacting with customers, managing multiple accounts and driving team sales? Do you have the skills and experience to lead a team of high performing individuals? If so this could be the role for you. We’re looking for Customer Service Centre Team Leaders who thrive in a telesales or account management environment to join our team at Walsall Wood. You will help us to deliver our customer promise - to delight every customer, every time. 

    In the role of Customer Service Centre Team Leader you\'ll be responsible for delivering a world class service whilst using product knowledge and expertise to maximise upselling opportunities. Your days will be spent leading your team and communicating with customers on the telephone or via email in a professional and friendly manner. You’ll take ownership of the customer journey, build relationships with key accounts and successfully manage your portfolio of customers. You’ll enjoy thinking on your feet and using your initiative to ensure we deliver the very best experience for our customers and that we continue to improve our service. 

    Working alongside the Customer Service Centre Manager, assisting in the management of the team whilst also managing a portfolio of accounts, you key responsibilities will be;

    • Supports Customer Service Centre Manager and performs management duties when manager is absent or out of office
    • Demonstrate the highest level of customer service and account management skills, whilst managing your portfolio of accounts and achieving the set KPIs
    • Assists management with hiring processes and new team member training
    • Create an inspiring team environment
    • Delegate tasks and set deadlines
    • Monitor team performance against KPIs and report on metrics
    • Motivate team members
    • Discover training and development needs and provide coaching
    • Listen to team members’ feedback and resolve any issues or conflicts
    • Develop strong relationships with key stake holders within the Sunbelt Rentals business