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SUMMARY OF THE ROLE:
The Customer Service Team Leader oversees the daily operations of the Customer Service and Engineer teams. This includes managing both BAU and Hx activities, ensuring they meet KPIs aligned with customer needs and business goals across the software portfolio.
KEY RESPONSIBILITIES:
The specific duties of the Customer Services Team Leader role include but at not limited to:- Onboarding new staff to the customer services department and the engineers, including an onboarding plan and regular reviews.
- Oversee the onboarding of customers, ensuring the Customer Support and Training Specialists (BAU and Hx) are following the correct processes.
- Oversee that the line 2 process is being followed, that there are the correct number of staff on line 2 at any given time, monitor the calls and the inbox.
- Assist CSTS’ with BAU and Hx day to day support, be the first line support for team members on-site and delivering remote sessions.
- Ensure the team is fully utilised and diaries kept up to date.
- Manage PSL’s ACF business case and attend meetings to push the development.
- Create and maintain a customer services team training matrix to identify skill gaps.
- Assist project managers utilising the team with project resource planning.
- Oversee the department KPI’s (day to day) to ensure they are on track to be met.
- Be the 1st line customer support for queries, escalations, and complaints.
- Assess and approve/decline expenses, annual leave, and time in lieu requests.
- Review and ensure Clockify is being completed fully and accurately.
- Ensure Netsuite cases are completed fully and accurately to adhere with ISO requirements.
- Liaise with other departments to book internal training sessions, both for CS team and for the CS team to deliver.
- Ensure CxCentre is kept up to date to the latest version of analyst and all peripherals are working correctly.
- Manage the recruitment process, from advertising the role to job offer.
- Conduct regular service reviews with key customers.
- Oversee the internal development requests, have regular meetings with CSTS to rate the developments and take forward the top priorities to the development team.
- Review and assess all feedback, both internal and external. Providing CSTS with feedback and improving our training sessions.
- Customer success – support the team to generate leads, support renewals, find upsell opportunities and oversee account management.
Job Category: Customer Services
Job Type: Full Time
Job Location: Remote or Hybrid