customer service team leader

Your tasks

We're looking for an experienced Solutions Manager to lead a busy client-facing team within a growing business.

This is a hands-on management role where you'll be responsible for the day-to-day performance of the team, ensuring client issues and complaints are handled quickly and effectively, whilst maintaining a high standard of service.

You'll work closely with internal stakeholders, look at the root cause behind complaints and identify ways to improve processes and the overall client experience.

• Managing, mentoring and supporting the Solutions team
• Overseeing client complaints and ensuring these are resolved within agreed SLAs
• Monitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where required
• Carrying out regular reporting and root cause analysis to identify recurring issues
• Working with stakeholders across the business to improve client service and reduce complaints
• Introducing new processes and initiatives to improve the way the team operates
• Supporting with recruitment, onboarding and training of new team members

Requirements

Are you an experienced people manager who thrives on solving complex customer issues?

• Previous management experience within a customer service, complaints, resolutions or similar environment
• A strong track record of managing teams and delivering against KPIs and SLAs
• Confident dealing with difficult or sensitive client conversations
• Strong problem-solving skills and the ability to remain calm under pressure
• Excellent organisation and attention to detail

This would suit someone who genuinely enjoys problem solving, managing people and improving the customer experience, and wants a role where they can have a real impact on how a team operates.

Other

_52347LSR2_ _INDHIN_ The Portfolio Group are acting on behalf of our client in recruiting for this position.