Spvr / Lead - Customer Service

Responsibility for the daily running of the Customer Service team ie to ensure that personnel are working to their full potential, that work is evenly distributed among staff, to ensure the systems are being utilized correctly and to the maximum, to ensure that calls and customers are being dealt with appropriately. To ensure that all customers receive the highest level of customer service and departmental standards remain high. Observe and evaluate the team s performance and offer assistance/ support to All Customer Staff and Team leaders. Ensure all members of staff are up to date and fully trained on all new guidelines / Standard Operating Procedures and technological changes. Conduct regular Customer Service meetings to discuss the general running of the department. Identify areas where change may be required and implement the change if appropriate. Responsible for recruitment and Training of all new Personnel to the department Ensure that regular individual Feedback sessions are carried out to evaluate performance of all Team members. Hold regular meetings with Customer Service team leaders to ensure continued staff development. Conduct and document annual Appraisals with all staff. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Knowledge & Skills: Able to follow procedures & instructions. Able to take on projects at the request of management. Able to provide relevant information on request. Good communication skills - verbally & written. Personal Attributes and Disposition: Ability to work as part of a team and independently. Have excellent interpersonal skills. Self-motivated. Remains Calm under pressure. Flexible attitude - for working shifts and last-minute coverage. High attention to detail. Uses own initiative. Able to prioritise workload. Friendly & polite. Dependable, reliable and trustworthy.