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Job Description — Customer Services Team Leader

Role

At CGP we really value our customers — and we aim to provide great customer service 100% of the time. We want a team that is happy to go the extra mile to make our customer experience a truly positive one. As our Customer Services Team Leader you’ll need to really understand and agree with our approach — our customers always come first.

Reporting to the Customer Services Manager, you’ll be a self-starter who manages your time efficiently. To succeed in this role you’ll need to be enthusiastic, motivated and enjoy working in a strongly customer-focused environment.

Responsibilities

  • Understand CGP’s customer service style and deliver it effortlessly
  • Manage a team of Customer Service Advisers acting as an escalation point where required
  • Champion CGP’s excellent customer service
  • Help to deliver the set KPIs
  • Work with the Customer Services Manager to spot individual development and training needs and help people progress
  • Monitor team performance and work with the Customer Services Manager to address any people issues as soon as they arise
  • Manage staffing levels, monitoring and authorising requests for absence
  • Complete return to work interviews and documentation for staff absences
  • Deliver the company appraisal and feedback process
  • Work closely with other departments to share information amongst the team

Attributes

Relaxed and friendly in your approach, you’ll be highly self-motivated with the ability and drive to ensure your work is completed to very high standards and with great efficiency.

You’ll have:

  • Great customer service skills
  • Excellent communication and interpersonal skills
  • Exceptional attention to detail
  • Good keyboard and numerical skills
  • Flexibility to cover a wide range of tasks
  • Analytical and problem solving ability

More information on how to apply can be found here.