Customer Services Team Leader  - 
Oxfordshire
 

A rapidly growing medical devices distribution company committed to delivering high-quality healthcare solutions to clients is seeking an experience Customer Services Tam Leader. With a focus on innovation, excellence, and customer satisfaction, they are seeking a dynamic and experienced individual to join the team during a time of exponential growth.

Job Overview:
As the Customer Services Team Leader, you will play a crucial role in managing and leading our customer services department. You will be responsible for ensuring exceptional customer support, fostering a positive team environment, and optimising processes to enhance overall efficiency and customer satisfaction.

Responsibilities:
Team Leadership:

• Lead, coach, and motivate a team of customer service representatives.

• Conduct regular team meetings to communicate goals, expectations, and updates.

• Provide ongoing training and development to enhance team skills and performance.

• Foster a positive and collaborative team culture.

Customer Support:

• Oversee day-to-day customer service operations to ensure timely and accurate responses to customer inquiries.

• Handle escalated customer issues, demonstrating effective problem-solving skills.

• Monitor customer satisfaction levels and implement strategies to improve the customer experience.

Process Improvement:

• Analyse existing processes and identify opportunities for improvement.

• Implement streamlined and efficient customer service workflows.

• Collaborate with cross-functional teams to enhance overall company processes related to customer interactions.

Quality Assurance:

• Establish and maintain quality standards for customer service interactions.

• Conduct regular quality assurance checks and provide feedback to team members.

• Implement corrective actions to address performance gaps.

Reporting and Analysis:

• Generate and analyse reports on key performance indicators (KPIs) related to customer service.

• Provide regular updates to management on team performance, customer feedback, and trends.

Qualifications:

• Bachelor's degree in business, healthcare administration, or a related field.

• Proven experience in a customer service leadership role, preferably in the medical devices or healthcare industry.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Problem-solving and decision-making abilities.

• Knowledge of medical devices and related industry regulations is a plus.

How to Apply:
If you are a results-driven and customer-focused individual with the qualifications mentioned above, we invite you to submit your CV and cover letter to dean.robinson@forcerecruitment.com.