42 Hays Travel jobs in Sunderland
Customer Service Team Lead
SR1 1BB Sunderland, North East
£28000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is looking for an enthusiastic and experienced Customer Service Team Lead to manage their support operations in Sunderland, Tyne and Wear, UK . This hybrid role involves overseeing a team of customer service representatives, ensuring the delivery of exceptional support, and driving continuous improvement in customer satisfaction. You will be responsible for coaching, motivating, and developing your team, as well as handling escalated customer issues and contributing to the overall strategy of the customer service department.
Key responsibilities include:
The ideal candidate will have a proven track record in a customer service leadership role, with at least 3 years of experience. Excellent communication, interpersonal, and problem-solving skills are essential. A strong understanding of customer service principles and best practices is required. Experience with CRM software and other customer service tools is highly desirable. Ability to motivate and develop a team is crucial. This hybrid role offers the flexibility of working from home and the office, providing a balanced work environment. If you are a dedicated leader passionate about customer experience, we encourage you to apply.
Key responsibilities include:
- Leading, motivating, and coaching a team of customer service representatives to achieve performance targets.
- Monitoring team performance, providing regular feedback, and conducting performance reviews.
- Handling escalated customer inquiries and resolving complex issues effectively and efficiently.
- Ensuring adherence to company policies and procedures, and maintaining high standards of customer service.
- Identifying training needs and developing programs to enhance team skills and product knowledge.
- Analyzing customer feedback and service metrics to identify areas for improvement.
- Implementing new processes and strategies to enhance customer satisfaction and loyalty.
- Collaborating with other departments to ensure a seamless customer experience.
- Maintaining a positive and supportive team environment.
- Reporting on team performance and key customer service metrics to management.
The ideal candidate will have a proven track record in a customer service leadership role, with at least 3 years of experience. Excellent communication, interpersonal, and problem-solving skills are essential. A strong understanding of customer service principles and best practices is required. Experience with CRM software and other customer service tools is highly desirable. Ability to motivate and develop a team is crucial. This hybrid role offers the flexibility of working from home and the office, providing a balanced work environment. If you are a dedicated leader passionate about customer experience, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
0
Customer Service Team Lead
NE30 1TZ Sunderland, North East
£25000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client, a well-established company committed to exceptional customer experiences, is looking for a proactive and motivated Customer Service Team Lead to join their team in Sunderland, Tyne and Wear, UK . This role is essential for guiding and supporting a team of customer service representatives to ensure the highest levels of service delivery and customer satisfaction.
Key Responsibilities:
The ideal candidate will have previous experience in a customer service role, with a proven ability to lead and inspire a team. Strong communication, interpersonal, and problem-solving skills are essential. You should be adept at managing difficult conversations and resolving conflicts effectively. A passion for customer service and a commitment to delivering outstanding experiences are paramount. Experience in coaching and developing staff, along with a solid understanding of customer service metrics and best practices, is required. Familiarity with CRM systems and customer service software is beneficial. This role requires an individual who is organised, results-oriented, and capable of working effectively within a team structure in our Sunderland office.
Qualifications:
This is a fantastic opportunity for an aspiring leader to make a significant impact on customer relations within a supportive and growing organisation. Join our client and contribute to building lasting customer loyalty in Tyne and Wear .
Key Responsibilities:
- Lead, coach, and motivate a team of customer service advisors to achieve performance targets and uphold service standards.
- Handle escalated customer queries and complex issues, providing effective resolutions.
- Monitor team performance through call monitoring, feedback, and performance metrics, identifying training needs.
- Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
- Implement and enforce company policies and procedures related to customer service.
- Contribute to the development and improvement of customer service processes and workflows.
- Manage team schedules, ensuring adequate coverage and efficient resource allocation.
- Foster a positive and collaborative team environment, promoting a customer-centric culture.
- Analyse customer feedback and service data to identify trends and recommend improvements.
- Liaise with other departments to resolve customer issues and ensure seamless service delivery.
The ideal candidate will have previous experience in a customer service role, with a proven ability to lead and inspire a team. Strong communication, interpersonal, and problem-solving skills are essential. You should be adept at managing difficult conversations and resolving conflicts effectively. A passion for customer service and a commitment to delivering outstanding experiences are paramount. Experience in coaching and developing staff, along with a solid understanding of customer service metrics and best practices, is required. Familiarity with CRM systems and customer service software is beneficial. This role requires an individual who is organised, results-oriented, and capable of working effectively within a team structure in our Sunderland office.
Qualifications:
- Proven experience in a customer service role, with at least 1-2 years in a supervisory or team lead capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong leadership and coaching abilities.
- Familiarity with customer service software and CRM systems.
- Ability to handle escalated customer issues with professionalism and efficiency.
- A strong commitment to customer satisfaction and service excellence.
This is a fantastic opportunity for an aspiring leader to make a significant impact on customer relations within a supportive and growing organisation. Join our client and contribute to building lasting customer loyalty in Tyne and Wear .
This advertiser has chosen not to accept applicants from your region.
1
Customer Service Team Lead
SR2 9SW Sunderland, North East
£28000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is looking for an experienced and motivational Customer Service Team Lead to spearhead their remote customer support operations. This is a fantastic opportunity for a leader passionate about delivering exceptional customer experiences and guiding a team to success. You will be responsible for overseeing a team of customer service representatives, ensuring high standards of service delivery, agent performance, and customer satisfaction. This role requires strong leadership, excellent communication skills, and a deep understanding of customer service best practices. The position is fully remote, allowing you to manage your team and operations from anywhere within the UK.
Key Responsibilities:
Qualifications:
This role is based in the vicinity of Sunderland, Tyne and Wear, UK , but is a fully remote position, offering flexibility to work from home.
Key Responsibilities:
- Lead, coach, and mentor a team of remote customer service representatives to achieve performance targets.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Handle escalated customer inquiries and complex issues with professionalism and efficiency.
- Develop and implement strategies to improve customer satisfaction and retention.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Train new team members and provide ongoing development opportunities for the existing team.
- Analyse customer feedback and service data to identify trends and areas for improvement.
- Collaborate with other departments to resolve customer issues and enhance the overall customer journey.
- Manage team scheduling, workload distribution, and resource allocation.
- Foster a positive and productive team environment, promoting collaboration and continuous improvement.
- Stay up-to-date with product knowledge and industry best practices in customer service.
- Report on key performance indicators (KPIs) to senior management.
Qualifications:
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Excellent leadership, coaching, and motivational skills.
- Strong understanding of customer service principles and best practices.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Proficiency with CRM software and customer service platforms.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in analyzing customer service data and generating reports.
- A passion for delivering outstanding customer experiences.
- Ability to adapt to a fast-paced and evolving work environment.
- High school diploma or equivalent; a degree in a related field is a plus.
This role is based in the vicinity of Sunderland, Tyne and Wear, UK , but is a fully remote position, offering flexibility to work from home.
This advertiser has chosen not to accept applicants from your region.
2
Lead Customer Service Manager
SR1 1AA Sunderland, North East
£45000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
We are seeking a motivated and customer-focused Lead Customer Service Manager to oversee and elevate our client's customer support operations. This key role involves leading a team of customer service professionals, developing and implementing strategies to enhance customer satisfaction, and ensuring the efficient resolution of customer inquiries and issues. The ideal candidate will have a strong background in customer service management, exceptional communication skills, and a passion for delivering outstanding customer experiences. You will be instrumental in shaping our customer service standards and driving continuous improvement.
Responsibilities:
Qualifications:
This is a vital role for a company dedicated to exceptional customer care. The position is based in Sunderland, Tyne and Wear, UK .
Responsibilities:
- Lead, train, and motivate a team of customer service representatives to achieve performance goals.
- Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery.
- Monitor customer interactions across various channels (phone, email, chat, social media) to ensure quality and adherence to standards.
- Handle escalated customer complaints and issues, resolving them efficiently and effectively.
- Analyze customer feedback and service metrics to identify trends and areas for improvement.
- Implement strategies to enhance customer satisfaction, loyalty, and retention.
- Develop and deliver training programs for customer service staff on product knowledge, service protocols, and communication skills.
- Manage the scheduling and workload distribution for the customer service team.
- Collaborate with other departments (e.g., sales, technical support) to ensure a seamless customer experience.
- Identify opportunities for process improvements and implement new technologies to optimize service operations.
- Prepare regular reports on customer service performance, key metrics, and team achievements.
- Champion a customer-centric culture throughout the organization.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, with at least 2 years in a leadership role.
- Proven track record of improving customer satisfaction and service metrics.
- Strong understanding of customer service best practices and call center operations.
- Excellent leadership, coaching, and team management skills.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Proficiency in customer relationship management (CRM) software and helpdesk platforms.
- Ability to handle difficult customer situations with empathy and professionalism.
- Experience in developing and delivering training materials.
- Strong analytical skills and ability to interpret data to drive decision-making.
- Familiarity with various communication channels, including digital platforms.
This is a vital role for a company dedicated to exceptional customer care. The position is based in Sunderland, Tyne and Wear, UK .
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Service Team Lead
SR1 1TZ Sunderland, North East
£35000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Remote Customer Service Team Lead to manage and inspire a team of customer support professionals. This is a fully remote position, offering the flexibility to work from your home office. You will be responsible for overseeing daily operations, ensuring exceptional customer service delivery, fostering team development, and driving continuous improvement within the customer support function.
Key responsibilities include:
Key responsibilities include:
- Leading, coaching, and motivating a remote customer service team to achieve high performance and customer satisfaction targets.
- Monitoring team performance, analyzing key metrics (e.g., response times, resolution rates, customer feedback), and identifying areas for improvement.
- Developing and implementing strategies to enhance the customer experience across all touchpoints.
- Handling escalated customer issues, providing expert guidance, and ensuring timely and satisfactory resolutions.
- Conducting regular team meetings, one-on-one performance reviews, and providing constructive feedback.
- Developing and delivering training programs for new and existing team members to ensure comprehensive product knowledge and service standards.
- Collaborating with other departments to identify customer trends, feedback, and potential service enhancements.
- Ensuring adherence to company policies, procedures, and service level agreements (SLAs).
- Managing schedules and ensuring adequate staffing levels to meet operational demands.
- Contributing to the development of customer service policies and best practices.
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Demonstrated ability to lead and motivate remote teams.
- Excellent understanding of customer service principles and best practices.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive action.
- Exceptional communication, interpersonal, and conflict resolution skills.
- Proficiency with customer relationship management (CRM) software and other customer service tools.
- Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
- A patient, empathetic, and customer-centric approach.
- Strong organizational and time management skills.
- High school diploma or equivalent; further education or certifications in management or customer service are a plus.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service Team Lead
SR1 1AE Sunderland, North East
£30000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a proactive and experienced Senior Customer Service Team Lead to manage and inspire a high-performing customer support team, operating entirely remotely. This vital role involves leading a team of customer service representatives, ensuring the delivery of outstanding support across multiple channels, and driving continuous improvement in service quality and efficiency. You will be responsible for coaching team members, resolving complex customer issues, implementing best practices, and contributing to the overall customer experience strategy. This is a fantastic opportunity for a motivated individual passionate about customer satisfaction and team development.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
- Monitor team performance through call monitoring, feedback, and data analysis, providing regular coaching and development.
- Ensure all customer inquiries and issues are resolved promptly, efficiently, and to a high standard.
- Handle escalated customer complaints and complex issues, providing effective solutions.
- Develop and implement standard operating procedures to enhance customer service processes.
- Train new team members and provide ongoing training and development for existing staff.
- Maintain accurate records of customer interactions, feedback, and resolutions in the CRM system.
- Collaborate with other departments to address customer feedback and improve products or services.
- Contribute to the development and implementation of customer service strategies.
- Foster a positive and supportive team environment that encourages collaboration and high performance.
- Stay updated on product knowledge and company policies to provide accurate information to customers.
- Identify trends in customer issues and provide insights to management for service improvement.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service & Technical Support Lead
SR1 2DA Sunderland, North East
£45000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a growing software solutions provider based in Sunderland, Tyne and Wear, UK , is seeking a highly motivated and experienced Senior Customer Service & Technical Support Lead to manage their support operations. This role is crucial in ensuring our clients receive exceptional technical assistance and a seamless user experience with our software products. You will lead a team of customer service and technical support representatives, providing guidance, training, and performance management. Responsibilities include managing incoming support requests, troubleshooting complex technical issues, developing support documentation, and identifying areas for service improvement. The ideal candidate will possess excellent communication skills, a deep understanding of technical support processes, and a strong customer-centric approach. You will collaborate with product development and sales teams to ensure customer feedback is integrated into product improvements. This hybrid role offers the flexibility of working from home and in our office in Sunderland, Tyne and Wear, UK .
Key Responsibilities:
Qualifications and Experience:
Key Responsibilities:
- Lead, train, and mentor a team of customer service and technical support specialists.
- Manage the daily operations of the support department, ensuring efficient ticket resolution and customer satisfaction.
- Develop and maintain comprehensive support documentation, knowledge base articles, and FAQs.
- Provide Tier 2 and Tier 3 technical support for complex customer issues.
- Monitor support queues and ensure timely response and resolution of customer inquiries.
- Identify recurring technical issues and collaborate with the product development team for long-term solutions.
- Implement and refine support processes to enhance efficiency and customer experience.
- Track key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Gather customer feedback and provide insights to product, sales, and marketing teams.
- Manage customer escalations and ensure satisfactory outcomes.
- Contribute to the development of customer support training programs.
- Stay up-to-date with product updates and new features to provide accurate support.
- Conduct regular team meetings to discuss performance, challenges, and best practices.
Qualifications and Experience:
- Proven experience in a customer service or technical support role, with at least 3 years in a lead or supervisory capacity.
- Strong understanding of software products and troubleshooting methodologies.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to effectively manage and motivate a team.
- Customer-centric mindset with a commitment to delivering high-quality service.
- Familiarity with CRM systems is a plus.
- Experience in developing support documentation and knowledge bases.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- A proactive and analytical approach to identifying and resolving issues.
- Relevant certifications in IT support or customer service are advantageous.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Hays travel Jobs in Sunderland !
6
Customer Service Team Lead - Tech Support
SR1 1TT Sunderland, North East
£28000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a growing technology company, is seeking an experienced and enthusiastic Customer Service Team Lead to manage their Technical Support team in Sunderland, Tyne and Wear, UK . This is a fantastic opportunity to lead a dedicated team, ensure exceptional customer satisfaction, and contribute to the company's growth. You will be responsible for overseeing daily operations, coaching and developing team members, and resolving complex customer issues. The ideal candidate will have a strong background in customer service and technical support, excellent leadership skills, and a passion for problem-solving.
Key Responsibilities:
Qualifications:
If you are a natural leader with a passion for customer service and technology, this role in Sunderland offers a great opportunity to make a significant impact. Join our client's supportive team and help shape exceptional customer experiences.
Key Responsibilities:
- Lead, motivate, and manage a team of customer service and technical support representatives.
- Monitor team performance, set objectives, and provide regular feedback and coaching to enhance skills and productivity.
- Ensure timely and effective resolution of customer inquiries and technical issues through various channels (phone, email, chat).
- Handle escalated customer complaints and complex technical problems, providing expert solutions.
- Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
- Train new team members and conduct ongoing training sessions for existing staff.
- Analyse customer feedback and service data to identify areas for improvement and implement necessary changes.
- Collaborate with other departments to ensure a seamless customer experience.
- Maintain a high level of product knowledge and technical expertise within the team.
- Prepare performance reports for senior management.
Qualifications:
- Proven experience in a customer service or technical support role, with at least 2 years in a supervisory or team lead capacity.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Proficiency in customer service software and CRM systems.
- In-depth knowledge of common IT hardware and software issues.
- Ability to remain calm and professional under pressure.
- Strong organizational and time-management skills.
- Experience in the technology sector is advantageous.
If you are a natural leader with a passion for customer service and technology, this role in Sunderland offers a great opportunity to make a significant impact. Join our client's supportive team and help shape exceptional customer experiences.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Service & Helpdesk Team Lead
SR1 1DP Sunderland, North East
£30000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is a fast-paced, growing tech company seeking a dynamic and experienced Senior Customer Service & Helpdesk Team Lead. This hybrid role, based in Sunderland, Tyne and Wear, UK , offers a blend of in-office collaboration and remote flexibility, allowing you to lead and inspire a team dedicated to providing exceptional support. You will be responsible for overseeing daily helpdesk operations, resolving complex customer issues, and driving continuous improvement in service delivery.
Responsibilities:
Responsibilities:
- Lead, coach, and mentor a team of customer service and helpdesk professionals.
- Manage the day-to-day operations of the helpdesk, ensuring efficient ticket handling and resolution times.
- Develop and implement service level agreements (SLAs) and key performance indicators (KPIs).
- Handle escalated customer inquiries and complex technical support issues.
- Train new team members and provide ongoing professional development opportunities.
- Monitor team performance, providing regular feedback and conducting performance reviews.
- Contribute to the development and maintenance of knowledge base articles and support documentation.
- Identify trends in customer issues and provide feedback to relevant departments for product or service improvement.
- Ensure a high level of customer satisfaction through effective problem-solving and communication.
- Collaborate with IT and other departments to resolve systemic issues.
- Contribute to the continuous improvement of helpdesk processes and tools.
- A minimum of 5 years of experience in customer service or technical helpdesk roles, with at least 2 years in a team lead or supervisory capacity.
- Proven experience in managing and motivating a support team.
- Excellent understanding of customer service principles and best practices.
- Strong technical aptitude and ability to troubleshoot common software and hardware issues.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to work effectively in a hybrid work environment.
- Experience in the tech industry is a strong advantage.
- A proactive approach to identifying and resolving issues.
- Strong organisational and time-management skills.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Service & Technical Support Specialist
SR1 2AA Sunderland, North East
£25000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Customer Service & Technical Support Specialist to join their dedicated team in Sunderland, Tyne and Wear, UK . This role is essential for providing top-tier support to our valued customers, resolving complex technical issues, and ensuring a seamless user experience. You will be a point of escalation for challenging inquiries, demonstrating expertise and a commitment to customer satisfaction.
As a Senior Specialist, you will be expected to handle advanced customer queries, train junior support staff, and contribute to the improvement of support processes and documentation. This position requires excellent problem-solving abilities, strong communication skills, and a deep understanding of our products and services. You will act as a vital link between our customers and our technical teams.
Key Responsibilities:
As a Senior Specialist, you will be expected to handle advanced customer queries, train junior support staff, and contribute to the improvement of support processes and documentation. This position requires excellent problem-solving abilities, strong communication skills, and a deep understanding of our products and services. You will act as a vital link between our customers and our technical teams.
Key Responsibilities:
- Provide advanced technical support and troubleshooting to customers via phone, email, and chat.
- Resolve complex customer issues efficiently and effectively, escalating to relevant departments when necessary.
- Act as a subject matter expert for our products and services, providing in-depth knowledge to customers and colleagues.
- Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
- Train and mentor junior customer service and technical support representatives.
- Identify trends in customer issues and provide feedback to product development and engineering teams.
- Contribute to the improvement of customer support processes and tools.
- Manage customer escalations and ensure timely resolution, maintaining high levels of customer satisfaction.
- Document all customer interactions and resolutions accurately in the CRM system.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Proven experience in a customer service and technical support role, with at least 3-5 years in a senior capacity.
- Strong technical aptitude and ability to troubleshoot complex software and hardware issues.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Strong problem-solving and analytical skills.
- Experience in training or mentoring junior staff is highly desirable.
- Familiarity with (mention specific relevant software/technology if applicable) is a plus.
- Ability to remain calm and professional under pressure.
- Must be able to work on-site at our Sunderland office.
This advertiser has chosen not to accept applicants from your region.
9