What Jobs are available for Customer Service in Derby?
Showing 318 Customer Service jobs in Derby
Lead Customer Service Representative - Technical Support
DE1 3GP Derby, East Midlands
£30000 Annually
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client, a rapidly growing e-commerce solutions provider, is seeking an experienced and dedicated Lead Customer Service Representative to head their Technical Support team. This role is crucial in ensuring our customers receive exceptional support for our innovative software products and services. The position is based in our client's modern offices in Derby, Derbyshire, UK , with the option for a hybrid working arrangement, allowing for a flexible blend of in-office and remote work.
As the Lead Customer Service Representative, you will be responsible for guiding a team of support specialists, managing complex customer inquiries, and implementing strategies to enhance customer satisfaction and loyalty. You will act as a point of escalation for challenging technical issues, providing timely and effective resolutions. Your role will involve coaching and mentoring team members, monitoring performance metrics, and contributing to the continuous improvement of our customer service operations. This position requires strong leadership skills, technical aptitude, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
As the Lead Customer Service Representative, you will be responsible for guiding a team of support specialists, managing complex customer inquiries, and implementing strategies to enhance customer satisfaction and loyalty. You will act as a point of escalation for challenging technical issues, providing timely and effective resolutions. Your role will involve coaching and mentoring team members, monitoring performance metrics, and contributing to the continuous improvement of our customer service operations. This position requires strong leadership skills, technical aptitude, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
- Lead, train, and mentor a team of customer service representatives, fostering a high-performance culture.
- Manage and resolve escalated customer issues related to technical problems with software and services.
- Develop and implement customer service procedures and best practices to improve efficiency and customer satisfaction.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Collaborate with product development and engineering teams to identify and address recurring customer issues.
- Create and maintain comprehensive knowledge base articles and support documentation.
- Handle complex customer inquiries via phone, email, and live chat, ensuring prompt and accurate responses.
- Identify trends in customer feedback and support requests to provide insights for product and service improvements.
- Conduct regular team meetings to discuss performance, share updates, and provide feedback.
- Ensure adherence to company policies and service level agreements (SLAs).
- Proven experience in a customer service or technical support role, with at least 2 years in a leadership or supervisory capacity.
- Strong understanding of customer service principles and best practices.
- Excellent technical aptitude with the ability to quickly learn and troubleshoot software applications.
- Exceptional communication, interpersonal, and problem-solving skills.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to motivate and manage a team effectively.
- Strong organizational and time management skills.
- A proactive approach to identifying and resolving issues.
- High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
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0
Customer Service Team Leader
DE1 2AA Derby, East Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
Our client is a dynamic and growing company based in Derby, Derbyshire, UK , seeking an experienced and motivated Customer Service Team Leader to manage and inspire their customer support team. This role is crucial in ensuring the delivery of outstanding customer service across all channels. You will be responsible for supervising a team of customer service representatives, setting performance targets, providing coaching and training, monitoring service quality, and handling escalated customer issues. The ideal candidate will have a strong background in customer service, proven leadership capabilities, and excellent communication and problem-solving skills. This hybrid role offers the flexibility to work both remotely and from our office, fostering a collaborative and productive team environment.
Key Responsibilities:
Qualifications and Skills:
Key Responsibilities:
- Lead, motivate, and manage a team of customer service representatives to achieve individual and team performance goals.
- Set clear objectives and key performance indicators (KPIs) for the team and monitor progress.
- Provide ongoing coaching, training, and feedback to team members to enhance their skills and performance.
- Handle escalated customer complaints and complex inquiries, resolving issues efficiently and effectively.
- Monitor customer service interactions (calls, emails, chats) to ensure quality standards are met.
- Identify trends in customer inquiries and feedback, providing insights to management for service improvement.
- Develop and implement standard operating procedures to optimize customer service processes.
- Manage team schedules and workload to ensure adequate coverage and response times.
- Foster a positive and customer-centric team culture.
- Contribute to the recruitment and onboarding of new customer service representatives.
Qualifications and Skills:
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead position.
- Excellent leadership, coaching, and motivational skills.
- Strong understanding of customer service principles and best practices.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Proficiency in using customer service software and CRM systems.
- Ability to analyze data and identify trends to drive service improvements.
- Strong organizational and time management skills.
- Ability to work effectively both independently and as part of a hybrid team.
- A commitment to delivering exceptional customer experiences.
- Experience in a specific industry relevant to the company's operations would be an advantage.
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1
Customer Service Team Lead
DE1 1AA Derby, East Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
Our client is seeking an experienced and motivating Customer Service Team Lead to guide their dedicated support team in Derby, Derbyshire, UK . This role is instrumental in ensuring exceptional customer service delivery, fostering a positive team environment, and driving continuous improvement within the customer support function. You will be responsible for supervising a team of customer service representatives, providing coaching, training, and performance management to ensure service level agreements are met and exceeded. The Team Lead will handle escalated customer issues, resolve complex queries, and act as a point of escalation for the team.
Key responsibilities include monitoring team performance, identifying areas for development, and implementing training initiatives to enhance skills and knowledge. You will contribute to the development and refinement of customer service processes and procedures, aiming to improve efficiency and customer satisfaction. The Team Lead will be responsible for ensuring all customer interactions are handled professionally and empathetically, adhering to company policies and guidelines. You will also play a role in reporting on team performance metrics and contributing insights to senior management. Fostering a collaborative and supportive team culture is a priority.
The ideal candidate will have previous experience in a customer service leadership or supervisory role, with a proven ability to motivate and develop a team. Excellent communication, interpersonal, and problem-solving skills are essential, as is a strong understanding of customer service principles. You should be proficient in using CRM software and other customer service tools. The ability to remain calm and effective under pressure, and to handle challenging customer situations with tact and professionalism, is paramount. A passion for delivering outstanding customer experiences and a commitment to continuous improvement are highly valued. This role offers an excellent opportunity to develop your leadership skills and make a tangible impact on customer satisfaction. You will be expected to be a role model for excellent customer service.
This role is primarily remote, with occasional requirements to attend the office in Derby, Derbyshire, UK for team meetings and critical business functions. Therefore, candidates must be able to commute to the office when required.
Key responsibilities include monitoring team performance, identifying areas for development, and implementing training initiatives to enhance skills and knowledge. You will contribute to the development and refinement of customer service processes and procedures, aiming to improve efficiency and customer satisfaction. The Team Lead will be responsible for ensuring all customer interactions are handled professionally and empathetically, adhering to company policies and guidelines. You will also play a role in reporting on team performance metrics and contributing insights to senior management. Fostering a collaborative and supportive team culture is a priority.
The ideal candidate will have previous experience in a customer service leadership or supervisory role, with a proven ability to motivate and develop a team. Excellent communication, interpersonal, and problem-solving skills are essential, as is a strong understanding of customer service principles. You should be proficient in using CRM software and other customer service tools. The ability to remain calm and effective under pressure, and to handle challenging customer situations with tact and professionalism, is paramount. A passion for delivering outstanding customer experiences and a commitment to continuous improvement are highly valued. This role offers an excellent opportunity to develop your leadership skills and make a tangible impact on customer satisfaction. You will be expected to be a role model for excellent customer service.
This role is primarily remote, with occasional requirements to attend the office in Derby, Derbyshire, UK for team meetings and critical business functions. Therefore, candidates must be able to commute to the office when required.
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2
Senior Customer Service Manager
DE1 2FF Derby, East Midlands
£40000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
Our client is seeking a dynamic and experienced Senior Customer Service Manager to lead their dedicated support team in Derby, Derbyshire, UK . This role is vital in ensuring exceptional customer experiences and driving operational efficiency within the customer service department. The successful candidate will be responsible for overseeing day-to-day operations, developing and implementing customer service strategies, and fostering a culture of service excellence. You will play a key role in enhancing customer satisfaction, resolving complex issues, and managing a high-performing team.
Key responsibilities include managing and coaching customer service representatives, setting performance targets, and monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. You will also be involved in developing training programs for the team, identifying areas for improvement in customer service processes, and collaborating with other departments to ensure a seamless customer journey. The ideal candidate will possess strong leadership, communication, and problem-solving skills, with a proven ability to motivate and develop a team. Experience with CRM systems and customer support platforms is essential. A deep understanding of customer service best practices and a passion for delivering outstanding support are crucial for success in this role. This is an excellent opportunity for a customer-centric leader to advance their career and make a significant impact within a growing organisation.
Responsibilities:
Key responsibilities include managing and coaching customer service representatives, setting performance targets, and monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. You will also be involved in developing training programs for the team, identifying areas for improvement in customer service processes, and collaborating with other departments to ensure a seamless customer journey. The ideal candidate will possess strong leadership, communication, and problem-solving skills, with a proven ability to motivate and develop a team. Experience with CRM systems and customer support platforms is essential. A deep understanding of customer service best practices and a passion for delivering outstanding support are crucial for success in this role. This is an excellent opportunity for a customer-centric leader to advance their career and make a significant impact within a growing organisation.
Responsibilities:
- Lead, mentor, and motivate a team of customer service professionals.
- Develop and implement effective customer service strategies and policies.
- Oversee daily customer service operations, ensuring efficient and high-quality support.
- Set performance standards and monitor KPIs to drive continuous improvement.
- Handle escalated customer inquiries and complex issue resolution.
- Develop and deliver training programs to enhance team skills and product knowledge.
- Analyse customer feedback and implement improvements to service processes.
- Collaborate with other departments to ensure a unified customer experience.
- Manage staffing levels and schedules to meet service demand.
- Utilise CRM and customer support software to track interactions and performance.
- Proven experience in a senior customer service or call centre management role.
- Demonstrated success in leading and developing a customer service team.
- Strong understanding of customer service principles, KPIs, and best practices.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and helpdesk systems.
- Ability to analyse data and generate actionable insights.
- Strong problem-solving and decision-making capabilities.
- Customer-focused mindset with a passion for delivering exceptional service.
- Relevant qualification in business management or customer service is a plus.
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3
Customer Service Team Lead
DE24 1AA Derby, East Midlands
£28000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding e-commerce company, is seeking a proactive and customer-focused Customer Service Team Lead to manage and inspire their remote customer support team. This role is crucial for ensuring exceptional customer experiences and driving team performance. You will be responsible for leading, coaching, and developing a team of customer service representatives, implementing best practices, and resolving complex customer inquiries.
The Customer Service Team Lead will oversee daily operations, monitor key performance indicators (KPIs) such as response times, customer satisfaction scores, and resolution rates, and provide regular feedback to team members. You will be responsible for creating and maintaining a positive and productive team environment, fostering a culture of continuous improvement and customer advocacy. Key responsibilities include training new hires, handling escalated customer issues, identifying trends in customer feedback, and collaborating with other departments to address systemic problems. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of customer service principles. Experience with customer service software, CRM systems, and a proven ability to motivate and guide a remote team are essential. This is a fully remote position, requiring a dedicated home office setup and the ability to work effectively in a virtual environment.
Required Qualifications and Experience:
This is a fantastic opportunity for an experienced customer service professional to step into a leadership role within a growing company. The position offers a competitive salary, comprehensive benefits, and the flexibility of a fully remote working arrangement, allowing you to contribute to our success from anywhere. Join us and help shape the future of customer support in Derby, Derbyshire, UK .
The Customer Service Team Lead will oversee daily operations, monitor key performance indicators (KPIs) such as response times, customer satisfaction scores, and resolution rates, and provide regular feedback to team members. You will be responsible for creating and maintaining a positive and productive team environment, fostering a culture of continuous improvement and customer advocacy. Key responsibilities include training new hires, handling escalated customer issues, identifying trends in customer feedback, and collaborating with other departments to address systemic problems. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of customer service principles. Experience with customer service software, CRM systems, and a proven ability to motivate and guide a remote team are essential. This is a fully remote position, requiring a dedicated home office setup and the ability to work effectively in a virtual environment.
Required Qualifications and Experience:
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Demonstrated ability to lead, mentor, and motivate a team, preferably in a remote setting.
- Excellent communication, interpersonal, and conflict resolution skills.
- Strong understanding of customer service best practices and key performance indicators (KPIs).
- Proficiency in customer service software, CRM systems, and helpdesk ticketing platforms.
- Ability to handle complex customer issues and escalate appropriately.
- Excellent organisational and time management skills, with the ability to multitask.
- A passion for delivering outstanding customer service and a commitment to customer satisfaction.
- Experience in the e-commerce or technology sectors is a plus.
This is a fantastic opportunity for an experienced customer service professional to step into a leadership role within a growing company. The position offers a competitive salary, comprehensive benefits, and the flexibility of a fully remote working arrangement, allowing you to contribute to our success from anywhere. Join us and help shape the future of customer support in Derby, Derbyshire, UK .
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4
Customer Service & Technical Support Specialist
DE1 1AA Derby, East Midlands
£25000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled and customer-focused Customer Service & Technical Support Specialist to join their dynamic, fully remote team. This role is crucial for providing exceptional support to our users, resolving technical issues efficiently, and ensuring a positive customer experience. You will be the first point of contact for customers seeking assistance with our products and services.
Responsibilities:
Responsibilities:
- Provide first-line technical support to customers via phone, email, and chat.
- Troubleshoot and resolve a wide range of customer issues, including software, hardware, and account-related problems.
- Guide customers through product features, functionality, and troubleshooting steps.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Identify and escalate complex technical issues to senior support engineers or relevant departments.
- Contribute to the creation and maintenance of knowledge base articles and FAQs.
- Gather customer feedback and report trends to product and development teams.
- Proactively identify opportunities to improve the customer support process and user experience.
- Ensure customer satisfaction by providing timely, accurate, and helpful solutions.
- Stay up-to-date with product updates and new features to provide effective support.
- Adhere to service level agreements (SLAs) and company support policies.
- Maintain a positive and professional demeanor at all times.
- Collaborate with team members to share knowledge and best practices.
- Proven experience in a customer service or technical support role.
- Strong understanding of common software and hardware issues.
- Excellent communication, listening, and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency in using CRM software and ticketing systems.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a customer-centric approach.
- High school diploma or equivalent; college degree or technical certification is a plus.
- Experience with (specific software/product relevant to the company) is highly desirable.
- A proactive attitude and a willingness to learn.
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5
Customer Service Manager - Technical Support
DE1 2GN Derby, East Midlands
£50000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
Our client, a rapidly growing technology company, is seeking a dynamic and experienced Customer Service Manager to lead their technical support operations. This is a fully remote position, offering the flexibility to work from home. You will be responsible for building, managing, and motivating a high-performing team of technical support specialists, ensuring exceptional customer service and timely resolution of technical issues. This role requires strong leadership, excellent problem-solving skills, and a deep understanding of customer service principles within a technical context. Key responsibilities include:
The ideal candidate will have proven experience in managing customer service or technical support teams, preferably in a remote environment. A strong understanding of technical support processes and methodologies is essential. Excellent leadership, communication, and interpersonal skills are required. Proficiency with customer relationship management (CRM) software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. A technical background or experience in the tech industry is a significant advantage. The ability to analyze data, identify trends, and implement data-driven improvements is crucial. This fully remote role offers a fantastic opportunity to shape the customer support experience for a growing tech company.
- Leading, coaching, and mentoring a remote team of customer support representatives and technical specialists.
- Developing and implementing customer service policies and procedures to ensure consistent, high-quality support.
- Monitoring team performance through key metrics such as response times, resolution rates, and customer satisfaction (CSAT).
- Handling escalated customer issues and complaints, providing effective solutions.
- Collaborating with product and engineering teams to identify and resolve recurring technical issues and improve product usability.
- Developing training materials and programs for the support team.
- Managing the support ticket system and ensuring efficient workflow.
- Analyzing customer feedback and support data to identify trends and areas for improvement.
- Contributing to the development of self-service support resources, such as FAQs and knowledge bases.
- Ensuring adherence to service level agreements (SLAs).
- Staying up-to-date with product updates and technical advancements.
The ideal candidate will have proven experience in managing customer service or technical support teams, preferably in a remote environment. A strong understanding of technical support processes and methodologies is essential. Excellent leadership, communication, and interpersonal skills are required. Proficiency with customer relationship management (CRM) software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is highly desirable. A technical background or experience in the tech industry is a significant advantage. The ability to analyze data, identify trends, and implement data-driven improvements is crucial. This fully remote role offers a fantastic opportunity to shape the customer support experience for a growing tech company.
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6
Customer Support Lead
DE1 1ES Derby, East Midlands
£25000 Annually
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Posted 2 days ago
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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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7
Customer Support Specialist
DE1 1AA Derby, East Midlands
£25000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their thriving team in Derby, Derbyshire, UK . This role is essential in providing outstanding support to their valued customers, resolving inquiries, and ensuring a positive customer experience. You will be responsible for handling customer communications via phone, email, and chat, addressing a wide range of queries related to products, services, and accounts. The successful candidate will be adept at troubleshooting issues, providing clear and concise solutions, and escalating complex problems when necessary. Maintaining accurate customer records and documenting interactions is a key part of this role. You will also contribute to improving customer service processes by providing feedback and identifying trends. The ideal candidate will possess excellent communication and active listening skills, with a patient and helpful demeanor. Previous experience in a customer service or helpdesk role is highly preferred. Strong problem-solving abilities and the capacity to remain calm under pressure are crucial. Familiarity with CRM systems and ticketing software is advantageous. You should be a team player with a strong work ethic and a genuine desire to help customers. This is an excellent opportunity to build a career in customer support within a dynamic and supportive environment, with the potential for remote flexibility.
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8
Customer Support Specialist
DE1 2RU Derby, East Midlands
£22000 Annually
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Posted 2 days ago
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Job Description
Our client, a rapidly growing e-commerce company, is looking for a proactive and customer-centric Customer Support Specialist to join their dynamic team in Derby, Derbyshire, UK . This hybrid role offers a blend of remote flexibility and in-office collaboration, ensuring a seamless and supportive customer experience across all channels.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely, professional, and friendly manner.
- Troubleshoot and resolve customer issues related to orders, products, shipping, and returns, ensuring a high level of customer satisfaction.
- Provide detailed product information and guidance to customers, helping them make informed purchasing decisions.
- Escalate complex customer issues to the appropriate departments or management when necessary.
- Process returns, exchanges, and refunds according to company policy.
- Maintain accurate records of customer interactions, transactions, comments, and complaints in the CRM system.
- Identify trends in customer inquiries and feedback, reporting them to management to improve products and services.
- Assist in the development and maintenance of customer support knowledge bases and FAQs.
- Contribute to a positive and collaborative team environment, sharing best practices and supporting colleagues.
- Meet and exceed key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction scores.
- Stay updated on company products, services, and policies to provide accurate information.
- Proven experience in a customer service or customer support role, preferably within an e-commerce or retail environment.
- Excellent communication skills, both written and verbal, with the ability to articulate information clearly and empathetically.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A positive attitude, patience, and a genuine desire to help customers.
- Ability to work independently and as part of a collaborative team in a hybrid setting.
- Familiarity with common e-commerce platforms and online payment systems is a plus.
- High school diploma or equivalent; further education or certifications in customer service are advantageous.
- Reliability and a strong work ethic are essential.
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