Customer Operations Team Lead

Customer Operations Team Lead Cheltenham £30k - £35k DoE We have an incredible opportunity for a Customer Operations Team Lead to join our fast-paced and innovative client on a permanent basis. Our renowned client has received significant investment and has exciting plans to grow through the use of intelligent technology solutions. The role of Customer Operations Team Lead will provide frontline customer service along with a team of Support Agents, Analysts, Technicians and Engineers. If successful, you will be responsible for leading and motivating first and second line technicians and support analysts. Your focus will be on driving exceptional customer service, building a world class support function and identifying opportunities for continuous improvement. Key Responsibilities: Line manage a team of Support Analysts by inspiring, developing and supporting them Foster an environment of collaboration within the team to deliver quick resolutions Effectively resolve escalated enquiries/complaints referred by team members Champion a culture of continuous improvement supporting the continual development of systems and processes, with awareness of industry trends and best practices Ensure useful and relevant real-time monitoring & reporting are available Provide the required management information relating to customer contact including trend analysis and present in weekly ARR meetings Track and identify trends across tickets for customer behaviour forming part of early warning system for other ARR team members Collaborate with the product team to capture customer requirements that feed in to the Roadmap Key Skills and Experience: Essential: Previous experience in leading and managing a customer service environment Experience of modern contact centre technologies such as CRM systems, social media, forums, ticketing, monitoring and web chat. Have a desire to embrace new technologies, tools & processes Excellent interpersonal and motivational skills Highly effective at prioritising, planning and managing work to defined timescales Have a proven ability to meet customer service targets and deadlines Ability to qualify, evaluate and feedback the impact of commercial decisions Desirable: Understand the importance and impact of first point resolution (FPR) Expansive knowledge of the Tech and eCommerce / Marketplace industries Experience with MySQL databases and Java based applications Experience in effective customer complaint handling Track record of creative and innovative ideas that deliver, a motivated team, increased CSAT and an energised workplace Benefits: Company bonus scheme If you require any further information please contact Joe Lyons on (Apply online only) GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development. Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Oxford, Reading, Birmingham and South Wales. Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients