Customer Service Team Leader

Location: Norwich

Role title: Customer Service Team Leader.

Salary: £32k upto £37k DOE | Plus Bonus

Hours: Monday - Friday - Occasional Weekends

About the company.

Welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software. We are rapidly developing (with offices across the world), and want to expand our teams to support further growth this year.

With an inclusive culture, we aim to support every employee with a personalised progression plan to identify a clear and achievable career path for success.

About the role.

The service department helps customers across two critical areas; set up and training during their first 30 days, and post-setup care and support. As an enthusiastic Customer Service Team Leader, you will be responsible for leading and motivating the Customer Service Team. You will coach the customer service consultants to handle customer queries effectively, deliver an outstanding experience to customers, and achieve their revenue targets. You will need to be highly organised, a great team player, and driven to provide and develop exceptional customer service.

Responsibilities.

• Lead, motivate, coach and develop the Customer Service Team to deliver industry-leading customer service
• Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
• Coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
• Effectively recruit and onboard new team members
• Ensure excellent customer service across your team with effective call monitoring and coaching.
• Manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation
• Be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Customer Engagement Team
• Manage customer satisfaction through surveys and back-office satisfaction
• Ensure the team accurately input and process data on the company’s CRM system
• Effective risk management and ensure effective cover of management
• Escalate relevant technical issues using data to confirm the scale of the issue

Benefits.

• Career progression and increased basic salary achievable by reaching revenue and customer satisfaction targets.
• Earn uncapped commission through our inbound sales approach.
• min 20 days annual leave, plus bank holidays
• Employee Assistance Programme, which gives you access to:Exclusive retail, restaurants, travel and accommodation discounts.
• Company bonus scheme (bi-annual, based on company performance).
• Company celebratory events (summer and winter).
• Company pension scheme.

Ready to get going? Apply Now!

The interview process is super simple. First, you’ll be invited to a 30 minute video screening with our recruitment partner, then - you’ll participate in a two stage interview process.