Job Title: Customer Service Team Lead
Location: Knutsford, UK
Department: Customer Service
Reports to: COO
Position Overview:
Custodia is seeking a skilled and customer-focused Customer Service Team Lead to manage and lead our customer service team. This role will work closely with the Tech Support Team Lead to ensure seamless communication between technical and customer service teams, with the primary focus on enhancing the customer experience and maintaining high service standards. The Customer Service Team Lead will be responsible for leading the customer-facing team, ensuring the delivery of high-quality service, and ensuring that customer inquiries and concerns are managed with professionalism and efficiency.
Key Responsibilities:
- Team Leadership & Management:
- Lead, mentor, and develop the customer service team, promoting a customer-first culture and fostering an environment of accountability and continuous improvement.
- Set performance goals for the team and monitor performance metrics to ensure service excellence and customer satisfaction.
- Conduct regular team meetings, training sessions, and one-on-one performance reviews to ensure that team members are up-to-date on best practices, processes, and customer service strategies.
- Customer Engagement & Satisfaction:
- Serve as the main point of contact for escalated customer issues and work to resolve complaints or concerns in a timely manner.
- Ensure that the team delivers exceptional customer service and adheres to established service level agreements (SLAs) for response times, ticket resolution, and follow-ups.
- Build and maintain strong relationships with customers, providing proactive communication and updates on services, projects, and issues resolution.
- Collect and analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.
- Process Optimization & Collaboration:
- Collaborate closely with the Tech Support Team Lead to ensure clear communication between the customer service and technical support teams, ensuring that technical issues are appropriately escalated and managed.
- Continuously review and refine customer service processes to improve efficiency and ensure a smooth interface between customers and Custodia's service offerings.
- Coordinate with internal teams (sales, product, operations) to ensure alignment of customer service strategies with company goals.
- Resource Management & Reporting:
- Manage the allocation of customer service resources, ensuring that the right team members are assigned to the right tasks based on expertise and availability.
- Monitor the teams workload to ensure efficient handling of customer inquiries, complaints, and service requests.
- Provide regular reports on customer service performance, including metrics related to customer satisfaction, response times, and service outcomes, to senior management.
- Incident & Issue Management:
- Ensure that customer service-related issues are tracked, documented, and followed through to resolution.
- Collaborate with the Tech Support Team Lead to ensure the timely resolution of issues that involve technical aspects of the service delivery.
- Lead post-incident reviews to identify root causes and implement corrective actions to prevent future occurrences.
- Customer Retention & Engagement:
- Work on strategies to improve customer retention rates by fostering positive relationships and ensuring consistent and high-quality interactions.
- Develop programs to proactively engage customers, ensuring that their needs are being met and that Custodia remains a trusted service provider.
- Lead efforts to upsell and cross-sell services, where appropriate, based on customer needs and feedback.
Qualifications:
- Proven experience in a customer service or customer success role, with at least 2 years in a leadership position.
- A bachelors degree in a relevant field such as Business Administration, Customer Service Management, Information Technology or a related discipline.
- Industry-recognized certifications such as ITIL, Certified Customer Service Manager (CCSM), or CompTIA Project+.
- Strong understanding of customer service processes, best practices, and performance metrics.
- Excellent communication, problem-solving, and interpersonal skills, with a proven ability to manage client relationships and expectations.
- Experience in resource allocation and management to optimize team performance and workload distribution.
- Familiarity with CRM systems and customer service tools.
- Ability to manage escalations effectively and maintain a calm and professional demeanour under pressure.
- Strong leadership and team-building skills, with experience in coaching and mentoring teams.
Key Skills:
- Customer service excellence and team management
- Strong communication and conflict resolution skills
- Resource management and task allocation
- Incident management and root cause analysis
- Process optimization and continuous improvement
- Client relationship management
- Collaboration with cross-functional teams
Why Join Custodia?
At Custodia, we believe that our customers are at the heart of everything we do. As the Customer Service Team Lead, you will have the opportunity to make a real impact by leading a talented team dedicated to delivering exceptional service. With a culture of collaboration and innovation, Custodia offers a dynamic work environment where you can grow your career while making a difference in how we serve our clients.
What we offer
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Competitive salary.
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Employee Assistance Programme
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Free parking
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Smart/Casual dress
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Opportunities for professional growth and advancement.
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Dynamic and innovative work environment.
