What Jobs are available for Customer Service Representative in Leicester Forest West?
Showing 250 Customer Service Representative jobs in Leicester Forest West
Senior Customer Service Representative
LE1 0AA Leicester, East Midlands
£25000 Annually
WhatJobs
Posted 16 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Service Representative to lead by example and enhance customer satisfaction within their operations in Leicester, Leicestershire, UK . This role is ideal for an individual with a passion for customer advocacy, excellent communication skills, and a proven ability to handle complex customer inquiries and issues. You will be responsible for providing high-level support to customers, resolving inquiries via phone, email, and potentially live chat, ensuring timely and satisfactory resolutions. As a senior member of the team, you will mentor and guide junior representatives, assist with training, and help troubleshoot escalated customer issues. You will identify trends in customer feedback and operational issues, providing insights and recommendations to management for service improvements. Developing and maintaining an in-depth understanding of the company's products and services is crucial to accurately assist customers. You will play a key role in retaining customers by fostering positive relationships and ensuring a consistently excellent service experience. Documenting customer interactions accurately in the CRM system will be essential for tracking and analysis. Contributing to the development of customer service policies and procedures may also be part of your responsibilities. The ideal candidate will possess exceptional problem-solving skills, patience, and a commitment to exceeding customer expectations.
Key Responsibilities:
Key Responsibilities:
- Provide exceptional customer service and support via multiple channels.
- Resolve complex customer issues and complaints effectively and efficiently.
- Mentor and provide guidance to junior customer service team members.
- Assist in training new customer service staff.
- Identify and escalate recurring issues to management with proposed solutions.
- Maintain accurate and detailed customer records in the CRM system.
- Develop and maintain expert knowledge of company products and services.
- Contribute to improving customer service processes and policies.
- Promote customer loyalty and satisfaction.
- Handle sensitive customer information with discretion and professionalism.
- Previous experience (3+ years) in a customer service or support role, with demonstrated experience in a senior or mentoring capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in using CRM software and other customer service tools.
- Patience, empathy, and a customer-centric attitude.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Experience in handling escalated customer inquiries.
- Ability to work under pressure and meet service level agreements.
- Familiarity with product knowledge management is a plus.
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0
Remote Bilingual Customer Service Representative
NG1 1AE Nottingham, East Midlands
£26000 annum + lan
WhatJobs
Posted 24 days ago
Job Viewed
Job Description
Our client is seeking a fluent, Remote Bilingual Customer Service Representative to provide exceptional support to their international customer base. This fully remote position is perfect for articulate individuals who are passionate about helping people and possess excellent communication skills in both English and (Specify Second Language, e.g., Spanish/French/German). You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive and efficient customer experience through various communication channels, including phone, email, and chat. The ability to work independently, manage your time effectively, and maintain a high level of professionalism in a home-based environment is crucial for success in this role.
Key Responsibilities:
Essential Qualifications & Experience:
This is an exciting opportunity to join a dynamic company and utilise your language skills to make a tangible difference for customers worldwide, all from the convenience of your home. If you are a motivated, customer-focused individual, we encourage you to apply.
Key Responsibilities:
- Handle inbound customer inquiries via phone, email, and live chat in both English and (Specify Second Language).
- Provide accurate information about products, services, and policies.
- Troubleshoot and resolve customer issues efficiently and empathetically.
- Process orders, returns, and exchanges as needed.
- Escalate complex issues to the appropriate internal teams or supervisors.
- Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
- Identify and communicate customer feedback and recurring issues to management.
- Adhere to all customer service standards, response times, and quality metrics.
- Contribute to team efforts and participate in ongoing training and development.
- Ensure a high level of customer satisfaction and build strong customer relationships.
- Maintain a professional and positive attitude at all times.
Essential Qualifications & Experience:
- Fluency in English and (Specify Second Language) (written and verbal) is mandatory.
- Previous experience in a customer service or call centre environment.
- Excellent communication, active listening, and interpersonal skills.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency with standard office software and experience with CRM systems.
- Ability to multitask and manage time effectively in a remote work setting.
- Reliable internet connection and a dedicated, quiet workspace.
- Patience, empathy, and a professional demeanor.
- Flexibility to work various shifts, including evenings and weekends as needed.
This is an exciting opportunity to join a dynamic company and utilise your language skills to make a tangible difference for customers worldwide, all from the convenience of your home. If you are a motivated, customer-focused individual, we encourage you to apply.
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1
Remote Customer Service Representative - E-commerce
NG1 3DQ Nottingham, East Midlands
£24000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and customer-focused Remote Customer Service Representative to join their dynamic retail team. This fully remote position offers the flexibility to work from anywhere in the UK, providing exceptional support to our valued customers. You will be the primary point of contact for customer inquiries, resolving issues efficiently and ensuring a positive shopping experience across all our brands. This role is crucial for maintaining high customer satisfaction and loyalty. We are committed to building a supportive and engaging remote work environment where you can thrive and develop your career.
Responsibilities:
Responsibilities:
- Handle a high volume of inbound customer inquiries via phone, email, and live chat.
- Resolve customer complaints and issues in a professional and timely manner.
- Provide product information and assistance to customers.
- Process orders, returns, and exchanges accurately.
- Maintain customer records and update account information.
- Identify and escalate priority issues to the relevant departments.
- Contribute to customer service process improvements.
- Gather customer feedback and report on trends.
- Adhere to company policies and procedures at all times.
- Ensure consistent brand representation and customer service standards.
- Previous experience in a customer service or call centre environment is essential.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using CRM software and other customer service tools.
- Ability to work independently and manage time effectively in a remote setting.
- A reliable internet connection and a dedicated workspace.
- Familiarity with e-commerce platforms and retail operations is advantageous.
- High school diploma or equivalent; further education is a plus.
- A proactive and empathetic approach to customer care.
- Ability to adapt to changing priorities and customer needs.
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2
Client Services Project Manager (IRT exp essential) - 12 mth FTC mat cover
Nottingham, East Midlands
IQVIA
Posted 4 days ago
Job Viewed
Job Description
IQVIA is The Human Data Science Company, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, Technology, analytics and human ingenuity to drive healthcare forward.
**Client Services Project Manager (IRT - exp essential):**
Summary of Essential Job Functions:
+ Act as main point of contact for the client during study maintenance
+ Organise or participate in regular client meetings
+ Respond to all client requests in a timely manner
+ Manage study and Program budgets, Change Orders (COs) as required
+ Provide regular updates to client on study related information
+ Proactively review supply strategy for improvements and identify risks
+ Periodically review study data to identify trends or issues
+ Work with APM to author data change requests based on Client's request
+ Pre-approve data change requests as needed
+ Coordinate the implementation and review of the data changes
+ Review helpdesk tickets that get escalated from APM team
+ Take appropriate actions to resolve the tickets as quickly as possible
+ Initiate updates to helpdesk study guides
+ Take leadership on study programs or client accounts to define standards, lessons learned, support sales and be part of SME teams
+ Work with APM to write study user guides
+ Investigate issues and manage them through to resolution
+ Provide peer-level training, mentoring of new hires and Jr. PM Staff, and give formal technical training sessions.
+ May participate in Investigator meetings, bid defences, quarterly business reviews with clients; and support both client and qualification audits
+ Implement system change requests if needed
+ Other related duties as required by business need
**Our Ideal Candidate Will Have:**
+ **Project management experience with 2-3 years IRT or EDC systems - mandatory**
+ Strong customer service ethic
+ Excellent written and verbal communication skills
+ Experience with risk and financial management
We know that meaningful results require not only the right approach but also **the right people** . Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and
**Whatever your career goals, we are here to ensure you get there!**
**We invite you to join IQVIA.**
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
**Client Services Project Manager (IRT - exp essential):**
Summary of Essential Job Functions:
+ Act as main point of contact for the client during study maintenance
+ Organise or participate in regular client meetings
+ Respond to all client requests in a timely manner
+ Manage study and Program budgets, Change Orders (COs) as required
+ Provide regular updates to client on study related information
+ Proactively review supply strategy for improvements and identify risks
+ Periodically review study data to identify trends or issues
+ Work with APM to author data change requests based on Client's request
+ Pre-approve data change requests as needed
+ Coordinate the implementation and review of the data changes
+ Review helpdesk tickets that get escalated from APM team
+ Take appropriate actions to resolve the tickets as quickly as possible
+ Initiate updates to helpdesk study guides
+ Take leadership on study programs or client accounts to define standards, lessons learned, support sales and be part of SME teams
+ Work with APM to write study user guides
+ Investigate issues and manage them through to resolution
+ Provide peer-level training, mentoring of new hires and Jr. PM Staff, and give formal technical training sessions.
+ May participate in Investigator meetings, bid defences, quarterly business reviews with clients; and support both client and qualification audits
+ Implement system change requests if needed
+ Other related duties as required by business need
**Our Ideal Candidate Will Have:**
+ **Project management experience with 2-3 years IRT or EDC systems - mandatory**
+ Strong customer service ethic
+ Excellent written and verbal communication skills
+ Experience with risk and financial management
We know that meaningful results require not only the right approach but also **the right people** . Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and
**Whatever your career goals, we are here to ensure you get there!**
**We invite you to join IQVIA.**
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
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3
Interactive Response Technology (IRT) Project Manager Client Services (Fixed-Term - 1 Year contra...
Nottingham, East Midlands
IQVIA
Posted 19 days ago
Job Viewed
Job Description
**Job Overview - IRT Client Services Project Manager**
Manages the operational aspects of projects and programs. Will ensure that all project work is completed in accordance with SOPs, policies and practices.
**Essential Functions**
- Create, track and report on project timelines
- Manage project budgets and approval of invoices
- Produce and distribute status, tracking and financial reports for internal and external team members and senior management.
- Prepare and present project information at internal and external meetings.
- May be assigned responsibility for sub-projects or specific components of the project or program
- May participate in proposal development and sales/proposal presentations
- Coordinate with other project resources within and outside the organization.
- Provide input into project proposals and RFPs.
- Ensure that work is conducted in compliance with standard processes, policies and procedures and meets project timeline metrics.
- Serve as a backup contact for internal Project Managers.
- Identify and negotiate out of scope project work
- Responsibility for financial reporting on the project including tracking deliverables and invoicing
- Meet with team members on a regular basis regarding project tasks to ensure project milestones are met.
- Partner with other Project Managers to develop and implement process improvements
**Our Ideal Candidate Will Have**
- Bachelor's Degree Req
- 3 years of related IRT project management experience Req Or
- Equivalent combination of education, training and experience Req
- Strong communication and interpersonal skills
- Good problem solving skills
- Demonstrated ability to deliver results to the appropriate quality and timeline metrics
- Good teamwork skills
- Excellent customer service skills
- Ability to work under limited direction
- Strong software and computer skills, including MS Office applications
- Ability to establish and maintain effective working relationships with coworkers, managers and clients
PLEASE SUBMIT YOUR CV IN ENGLISH
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
Manages the operational aspects of projects and programs. Will ensure that all project work is completed in accordance with SOPs, policies and practices.
**Essential Functions**
- Create, track and report on project timelines
- Manage project budgets and approval of invoices
- Produce and distribute status, tracking and financial reports for internal and external team members and senior management.
- Prepare and present project information at internal and external meetings.
- May be assigned responsibility for sub-projects or specific components of the project or program
- May participate in proposal development and sales/proposal presentations
- Coordinate with other project resources within and outside the organization.
- Provide input into project proposals and RFPs.
- Ensure that work is conducted in compliance with standard processes, policies and procedures and meets project timeline metrics.
- Serve as a backup contact for internal Project Managers.
- Identify and negotiate out of scope project work
- Responsibility for financial reporting on the project including tracking deliverables and invoicing
- Meet with team members on a regular basis regarding project tasks to ensure project milestones are met.
- Partner with other Project Managers to develop and implement process improvements
**Our Ideal Candidate Will Have**
- Bachelor's Degree Req
- 3 years of related IRT project management experience Req Or
- Equivalent combination of education, training and experience Req
- Strong communication and interpersonal skills
- Good problem solving skills
- Demonstrated ability to deliver results to the appropriate quality and timeline metrics
- Good teamwork skills
- Excellent customer service skills
- Ability to work under limited direction
- Strong software and computer skills, including MS Office applications
- Ability to establish and maintain effective working relationships with coworkers, managers and clients
PLEASE SUBMIT YOUR CV IN ENGLISH
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
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This advertiser has chosen not to accept applicants from your region.
4
Customer Support Lead
NG2 1AN Nottingham, East Midlands
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a dynamic and fast-growing SaaS company, is seeking an experienced and empathetic Customer Support Lead to manage their remote support operations. This role offers the exciting opportunity to lead a dedicated team of support specialists, ensuring exceptional customer service and timely issue resolution. While the role is fully remote, offering flexibility across the UK, it requires strong leadership, excellent communication, and a deep understanding of customer support best practices. You will be instrumental in shaping customer support strategies and enhancing the overall customer experience.
Key Responsibilities:
Qualifications:
This remote role allows you to support customers nationwide from your base, contributing significantly to the success of our client's operations, even while based near **Nottingham, Nottinghamshire, UK**. If you are a motivated leader passionate about customer success, apply today.
Key Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and high-performing work environment.
- Oversee daily support operations, ensuring that service level agreements (SLAs) are met and customer inquiries are handled efficiently and effectively across multiple channels (email, chat, phone).
- Develop and implement customer support policies, procedures, and best practices to improve service quality and customer satisfaction.
- Monitor key support metrics (e.g., response time, resolution time, customer satisfaction scores) and generate regular reports for senior management.
- Train new support team members and provide ongoing coaching and professional development for the existing team.
- Act as a point of escalation for complex customer issues, providing timely and satisfactory resolutions.
- Collaborate with product, engineering, and sales teams to identify and address recurring customer issues and product feedback.
- Contribute to the continuous improvement of support tools and technologies, including the CRM and helpdesk software.
- Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and support agents.
- Champion a customer-centric approach throughout the organization, ensuring all interactions contribute to a positive customer journey.
- Manage team schedules and workload to ensure adequate coverage and responsiveness.
Qualifications:
- Proven experience (3+ years) in a customer support role, with at least 1-2 years in a team lead or supervisory capacity.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer support principles, CRM systems, and helpdesk software (e.g., Zendesk, Intercom, Salesforce Service Cloud).
- Exceptional problem-solving, analytical, and critical thinking abilities.
- Outstanding communication, interpersonal, and active listening skills.
- Ability to remain calm and professional under pressure, handling difficult customer situations with empathy and tact.
- Proficiency in managing multiple communication channels and prioritizing tasks effectively.
- Experience in a remote or hybrid work environment is highly desirable.
- Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
- Familiarity with SaaS products and the technology industry is a strong advantage.
This remote role allows you to support customers nationwide from your base, contributing significantly to the success of our client's operations, even while based near **Nottingham, Nottinghamshire, UK**. If you are a motivated leader passionate about customer success, apply today.
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5
Customer Support Specialist
NG2 1AA Nottingham, East Midlands
£25000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their hybrid team, serving customers primarily in and around Nottingham, Nottinghamshire, UK . In this vital role, you will be the first point of contact for customers, providing exceptional assistance and resolving inquiries efficiently. This position offers a blend of remote flexibility and in-office collaboration, ensuring a balanced and productive work environment.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues, account problems, and general service requests.
- Provide comprehensive product and service information to customers.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to appropriate internal departments and follow up to ensure resolution.
- Identify trends in customer issues and provide feedback to management for service improvement.
- Assist customers with onboarding processes and guide them through product features.
- Maintain a high level of customer satisfaction through attentive and helpful service.
- Collaborate with team members to share best practices and support shared goals.
- Contribute to building and maintaining strong customer relationships.
- Previous experience in customer service, technical support, or a related role is essential.
- Excellent communication skills, both written and verbal, with a clear and friendly tone.
- Strong active listening and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A positive attitude and a genuine desire to help others.
- Familiarity with basic IT troubleshooting is a plus.
- Ability to work effectively both independently and as part of a team.
- Flexibility to work a hybrid schedule, splitting time between remote work and our Nottingham office.
- High school diploma or equivalent; further education or certifications are advantageous.
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6
Customer Support Specialist
NG1 1AA Nottingham, East Midlands
£25000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly expanding e-commerce platform, is seeking a dedicated and empathetic Customer Support Specialist to join their frontline team in **Nottingham, Nottinghamshire, UK**. This role is fundamental to ensuring exceptional customer satisfaction by providing timely, accurate, and friendly assistance across various communication channels. The ideal candidate will possess outstanding communication skills, a problem-solving mindset, and a genuine passion for helping others. You will be the first point of contact for customer inquiries, complaints, and technical issues, playing a vital role in maintaining the company's reputation for excellent service.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
- Troubleshoot and resolve customer issues related to orders, accounts, and product usage.
- Provide detailed product information and guidance to customers.
- Process returns, exchanges, and refunds according to company policy.
- Escalate complex issues to appropriate departments or senior support staff when necessary.
- Maintain accurate records of customer interactions and transactions in the CRM system.
- Identify trends in customer inquiries and provide feedback to management for service improvement.
- Educate customers on product features and benefits.
- Handle customer complaints with patience and professionalism, aiming for first-contact resolution.
- Contribute to building a positive and supportive team environment.
Qualifications:
- Proven customer support experience, preferably in a fast-paced environment.
- Excellent verbal and written communication skills.
- Strong active listening and empathy skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively.
- A positive attitude and a genuine desire to help customers.
- Ability to remain calm and professional under pressure.
- Basic computer literacy and familiarity with online platforms.
- High school diploma or equivalent; further education or certification is a plus.
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This advertiser has chosen not to accept applicants from your region.
7
Customer Support Lead
DE1 1ES Derby, East Midlands
£25000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and customer-focused individual to step into the role of Customer Support Lead. This is a hybrid position, offering a blend of remote work flexibility and in-office collaboration, based in **Derby, Derbyshire, UK**. As a Customer Support Lead, you will be at the forefront of ensuring exceptional customer experiences. You will manage a team of customer service representatives, providing guidance, training, and performance coaching to foster a high-performing and motivated support environment. Your responsibilities will include overseeing daily support operations, handling escalated customer inquiries and complaints with professionalism and efficiency, and implementing strategies to improve customer satisfaction and retention. You will also be involved in developing and refining support processes, creating knowledge base articles, and analyzing customer feedback to identify areas for improvement. The ideal candidate will possess a strong background in customer service management, with demonstrable experience in leading a team. Excellent communication, problem-solving, and conflict-resolution skills are essential. You should be proficient in using customer relationship management (CRM) software and other support tools. A proactive approach to identifying and resolving customer issues, coupled with a passion for delivering outstanding service, is key. You will be expected to split your time between remote work and working from our office in **Derby, Derbyshire, UK**, requiring excellent organizational skills and the ability to transition seamlessly between environments. This role is a great opportunity to shape customer service delivery and contribute to the growth of the business.
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8
Customer Support Lead
LE1 5QQ Leicester, East Midlands
£28000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Customer Support Lead to manage and mentor their support team in Leicester, Leicestershire, UK . This role is crucial in ensuring the highest levels of customer satisfaction by providing exceptional support across all channels. The successful candidate will be a natural problem-solver, a strong communicator, and possess a passion for helping others.
Responsibilities:
Responsibilities:
- Lead, train, and motivate a team of customer service representatives to deliver outstanding support.
- Develop and implement customer service policies and procedures to optimize the customer experience.
- Handle escalated customer inquiries and complaints with professionalism and efficiency.
- Monitor customer service metrics and key performance indicators (KPIs), identifying areas for improvement.
- Analyze customer feedback and trends to provide insights to management for service enhancement.
- Ensure all customer interactions are documented accurately in the CRM system.
- Collaborate with other departments to resolve complex customer issues.
- Contribute to the development of support resources, such as FAQs and knowledge base articles.
- Maintain a positive and supportive team environment.
- Proven experience in a customer service or helpdesk role, with at least 2 years in a supervisory or leadership capacity.
- Excellent communication and active listening skills.
- Strong problem-solving and decision-making abilities.
- Proficiency with helpdesk software and CRM systems.
- Ability to train and mentor team members effectively.
- A deep understanding of customer service principles and best practices.
- Ability to remain calm and professional under pressure.
- Experience in (Specify Industry, e.g., retail, technology, finance) is a plus.
- High school diploma or equivalent; a college degree is advantageous.
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9