Customer Service Team Leader

Customer Service Team Leader

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 Onboarding 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

Benefits

• 19 days paid time off plus bank holidays
• Employee Assistance Programme, which gives you access to: Exclusive retail, restaurants, travel and accommodation discounts.
• 24/7 access to a mental health and wellbeing online centre. Legal support, financial resources etc
• 401k
• Medical
• Company equity scheme (available after 1 year service)
• Company celebratory events (summer and winter)

Hiring Process

Successful candidates will have a short screening call with RecruitmentJunky, before being invited for an interview