An exciting new position has become available for a Customer Service Team Leader to join a leading client based in Mid Kent for a 12 month FTC.

The successful candidate will be responsible for supporting the Help-desk Manager, delivering excellent customer service both internally and externally. You will ensure the Help-desk team reach individual performance targets and work with other specialist areas to develop services and improve levels of satisfaction.

Responsibilities:

* Ensure all customer contact is handled to an exceptional standard and within timescales required for the SLA's.
* You will act as an escalation point for calls from customers and respond to complaints in line with the complaints policy.
* Access training and development needs within the team and provide coaching where required.
* Organising, distributing and monitoring the workload equally across all team members.
* Conducting performance management 121's and quarterly PDR's when required.
* Supporting the Help-desk Manager with management duties, including team meetings, when the manager is absent from the office.
* Monitoring and tracking KPI's to ensure they are met daily.
* Working with the Help-desk Manager to identify and initiate areas of improvement in product, process and people.
* Maintaining excellent product knowledge to answer team members questions, supporting with queries and acting as an escalation point.
* Support with quality and training reviews when necessary.
* Have operational knowledge of all areas of the Customer Service Department



Requirements:

* Minimum of 3 years' experience in a Customer focused role.
* Proven intermediate level of competency with Excel, Word & Powerpoint.
* Experience of first line management, supervising in an office environment, 1-2-1's and performance management.
* Strong oral and written communication skills.
* Strong qualitative and analytical skills.
* Familiar with conveyancing/legal market would be advantageous
* Experience of managing and leading a team in a corporate environment is essential
* Experience of implementing new systems, processes within an office environment.
* Experience of mentoring and supporting the development needs of an Internal Team.