A global, full service face–to–face live events marketing partner is looking for a Customer Service Team Leader. You will be required to directly manage, develop (through coaching and monitoring), motivate, and organise your team of Customer Care Specialists to efficiently and effectively provide support to all customers. pany create some of the most incredible events in the world – think events, sales conferences and exhibitions of all sizes. From initial strategy and show–stopping audio–visual to insightful measurement – and every detail in between – pany bring brands to life! Their mission is to create memorable event experiences and they count on their talented employees around the world to help them achieve it. As a Customer Service Team Leader, your responsibilities will include: Conducting regular side by side and remote Quality Assurance reviews on all areas of work and systems, providing feedback and setting appropriate development or corrective actionsManaging, monitoring, and reporting Service Levels, Key Performance Indicators, staffing levels, staff activity and workflow, via available tools, one to ones and reports, to ensure maximum productivity and accuracy, addressing failures in a timely fashionImplementing and, promoting and leading up–selling across all services and involvement in other revenue generating or cost saving projects and work trials, including reporting of any associated results, SLA's, drivers and volumes.Ensuring that you and your team meet and exceeds your performance targets, behavioural standards, departmental goals and contribute fairly to the overall departments SLA's and KPI's.Handling plaints, invoice queries and resolving other issues: feeding back to management any concerns, risks or issues with either people, performance, customers or procedures to ensure mitigation or contingency planning can be implementedMaintaining and updating accurate records relating to performance, including preparation and delivery of monthly, quarterly and annual reviews, performance management, leave requests, success factors/or equivalent, input and participating in any disciplinary actionWorking effectively with the management, providing them with analytical data and team information as required and cascading relevant informationBuilding and maintaining positive working relationships throughout the business, working with other key areas and departments to achieve department pany goals We are looking for a Customer Service Team Leader who has the following skills and experience: People Management / Supervisory Experience in a performance management environment is preferredCommitted to the delivery of an exceptional level of customer service and achieving / maintaining ICS accreditationAn ability to interpret and collate management munication skillsPC literate with the ability to train others on PC systemsNatural ability to manage, lead, inspire, motivate, and energise others in a positive and constructive mannerAn ability to work under pressure and show resilience in a pressurised situation Your working hours will 08:30–17:00 with 1 hour for lunch. You will spend 2–3 days per week at the office, with home working available on a rota basis. The office is in a great location, easily accessible via public transport, or there is a free onsite staff car park. From time to time, you will be required to travel to other offices around EMEA as well as working at exhibitions on an ad–hoc basis. In return, you will receive a salary of GBP30,000 per annum, plus 25 days per annum plus bank holidays and statutory public holidays. If this sounds like the Customer Service Team Leader role for you, click the apply link online and send an updated copy of your CV today!Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.