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Customer Service Team Lead

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Splend

3mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    People, HR & Administration
  • London
  • Quick Apply

AI generated summary

  • You need 3+ years in customer service leadership, strong communication skills, talent for resolving issues, team development experience, and the ability to analyze data for service improvement.
  • You will audit customer service functions, lead and train a team, resolve complaints, monitor communication channels, track KPIs, and generate performance reports for continuous improvement.

Requirements

  • Demonstrated success in a customer service leadership position, ideally with at least three years of experience managing a call centre-based customer service environment
  • A natural talent for handling difficult customer interactions. This includes staying calm under pressure, actively listening to customer concerns, and responding with solutions that address their needs while maintaining the company's standards
  • A deep dedication to providing exceptional customer service and maintaining high operational standards.
  • Superior ability to communicate clearly, concisely, and effectively both in writing and verbally
  • Demonstrated expertise in leading and developing a team, including setting performance goals, providing constructive feedback, and conducting performance evaluations
  • Proficiency in analysing data and using insights to inform strategic decisions and drive service improvements
  • Hold a solution-driven mindset focuses on resolving problems in a way that benefits both the customer and the company, fostering a positive customer experience and enhancing overall service quality

Responsibilities

  • Audit the function, building on our standards, procedures, and best practices so we can continue to provide exceptional customer service.
  • Lead an existing team or Customer Service experts, and identify, hire, and onboard new customer service experts into your team
  • Provide thorough training to ensure your team understand the company's values, products, and customer service standards
  • Implement strategies for addressing and resolving customer complaints quickly and effectively whilst training the team to handle conflicts with empathy and professionalism
  • Monitor and evaluate the effectiveness of all communication channels. Implement improvements and updates as needed to ensure customers receive timely, accurate, and helpful responses
  • Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and other relevant metrics. Generate regular reports to assess the team's performance and identify areas for improvement

FAQs

What is the main responsibility of the Customer Service Team Lead at Splend?

The Customer Service Team Lead is responsible for managing and enhancing the customer service experience, leading the team of customer service experts, and implementing strategies to effectively address customer complaints.

What qualifications are required for the Customer Service Team Lead position?

The role requires at least three years of experience in a customer service leadership position, ideally in a call centre environment, along with strong communication skills, conflict resolution capabilities, and a dedication to exceptional customer service.

Is training provided for new team members?

Yes, thorough training is provided to ensure team members understand the company's values, products, and customer service standards.

How does the Customer Service Team Lead contribute to improving customer service?

The Team Lead is tasked with auditing current functions, implementing best practices, monitoring communication channels, and tracking key performance indicators to inform strategic decisions.

What benefits are offered to employees in this role?

Employees receive an equity package, performance-based bonuses, flexible leave options, health and wellbeing benefits, an Employee Assistance Program, and access to a dedicated Learning & Development Platform.

What is the work environment like at Splend?

Splend fosters a dynamic and fast-paced work environment, encouraging individuals who enjoy problem-solving and taking initiative in day-to-day operations.

Does Splend promote diversity and inclusion in the workplace?

Yes, Splend values diversity and inclusion as key to its success, aiming to create a workplace where everyone is respected and supported, and differing perspectives are celebrated.

Are there opportunities for professional development in this role?

Yes, Splend offers a dedicated Learning & Development Platform to support continuous growth and skill enhancement for employees.

What key performance indicators (KPIs) will the Team Lead be tracking?

The Team Lead will track KPIs such as response times, resolution rates, customer satisfaction scores, and other relevant metrics related to the customer service team's performance.

What is the location of the Customer Service Team Lead position?

This position is based in Splend’s Monument office in London.

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Splend

We’re not about cars. We’re about people.

Transportation
Industry
201-500
Employees
2015
Founded Year

Mission & Purpose

Splend provides eco-friendly and affordable cars to on-demand drivers, so they can focus on earning an income. For over seven years, we’ve been helping drivers earn more, improve their ratings, and enjoy their jobs. How do we do that? By offering an unrivalled level of support for our customers. We’re more than a car supplier. We provide resources and a community for drivers wanting to be their best. From dedicated support to advanced training and rewards, we help our customers take control of their careers with our flexible plans. Splend was founded in Sydney in 2015. As on-demand driving became part of modern society, we expanded to nine cities across Australia, the Americas, and Europe, and grew our global team to over 150 employees. We’ve helped students, retirees, former refugees, and single parents find work they love, which fits their lifestyle. We take pride in everything our members and teams achieved so far, and we’re only just getting started.