CV Library is one of the UK’s most successful online job sites, and they work with thousands of the biggest names in recruitment, along with well-known corporate clients. They are an employer of choice and winner of the Thames Valley Awards 2022 ‘Employer of the Year’.
Customer service is at the heart of what they do and now they have an exciting opportunity for an experienced, motivated, and enthusiastic Customer Account Team Leader to join their thriving Customer Service team to lead a team of customer-centric customer service executives. As a Customer Account Team Leader you will be responsible for providing aftercare to your own client accounts, whilst leading a high-performing team to achieve their quality and productivity goals. You will have outstanding communication skills with a proactive, solution-orientated and commercial mindset to identify opportunities to add value and outstanding service to our clients’ accounts.
Key Responsibilities
- Proactively reviewing your accounts to ensure that they are utilising their account effectively and achieving the best results, including leading online training sessions for your clients
- Develop excellent client relationships to support our sales team with account growth & retention
- Anticipating escalated calls; confidently and effectively dealing with any complaints, taking ownership of issues through to resolution
- Managing & supporting the team through quality audits, performance reviews, and one-to-ones
- Working closely with department managers regarding team performance and client issues
- Measuring performance with key metrics to ensure that each team member is reaching their daily and monthly KPIs
- Identify and provide training & support where appropriate to the team to help deliver account success
Requirements
- Relevant experience as a team leader or supervisor within a B2B customer service environment
- Commercially minded, demonstrable experience of supporting account growth and retention
- Experience with challenging customers; seeking solutions to avoid complaints
- Good IT skills using MS Office programs, email and CRM systems
- Excellent communication skills (verbal and written) and strong customer focus
- Motivated & target driven with a desire to help others work towards targets & develop their skills
- Experience working within a fast paced and ever-changing customer service environment
Benefits
- 25 days annual leave (plus Bank Holidays) + your birthday off!
- Hybrid working structure after 3 month probation (3 days in office, 2 days WFH)
- Annual Christmas and Summer parties
- 2 x salary Life Insurance + Matchable Company Pension contribution from 4% up to 7%
- Employee Assistance Programme (Mental Health & Well-being support)
- Staff Gift Shop
- Access to MediCash
To be considered please send your CV in confidence now to liz@true-recruit.co.uk.
