This is an excellent opportunity for a customer service professional with leadership experience who is passionate about developing people, improving processes, and delivering exceptional customer experiences. You will play a key role in supporting day-to-day customer service operations, onboarding and training new team members, and ensuring consistently high service standards across the team.
Please Note - To be considered for this role, you MUST have freshdesk experience.
The Role
Working closely with the Operations team, you will provide leadership and support to Customer Care Assistants while helping drive service excellence and continuous improvement across the department.
Key responsibilities include:
* Acting as the first point of contact for customer service team members regarding operational queries.
* Delivering structured onboarding, coaching, and training programmes for new starters.
* Managing and resolving escalated customer enquiries across phone, email, live chat, and social media channels.
* Supporting the achievement of individual and team KPIs.
* Conducting quality audits, spot checks, and compliance reviews.
* Assisting with rota planning and resource allocation.
* Liaising with internal stakeholders to resolve complex customer issues.
* Supporting the implementation of new systems, processes, and digital tools.
* Participating in a weekend rota on a rotational basis.
About You
The successful candidate will have a strong customer service background combined with experience leading, mentoring, or training others.
Essential Requirements
* Strong working knowledge of the FreshDesk customer service platform.
* Previous experience within a customer service environment.
* Experience training, mentoring, or supervising team members.
* Strong communication and leadership skills.
* Excellent organisational and time management abilities.
* High attention to detail and commitment to delivering exceptional customer care.
* Data analysis and reporting skills.
* Professional and confident telephone manner.
* Strong literacy and numeracy skills.
Desirable
* Experience within healthcare, pharmacy, or a regulated environment.
* Experience implementing service improvements or operational processes.
What's on Offer?
* Opportunity to join a growing and successful organisation.
* Supportive and collaborative working environment.
* Career development and progression opportunities.
* The chance to play a key role in shaping customer service standards and team performance.
* Competitive salary and benefits package.
Recruitment Pro Ltd is operating as an Employment Business. Once you click to apply for this job your application will be immediately received by Recruitment Pro Ltd. If your application is successful, you will be contacted within 5 working days. If you do not hear from us after 5 working days you have not been successful on this occasion and unless otherwise advised, Recruitment Pro will keep your details on file to contact you regarding any future suitable opportunities
Salary description
£30000.00 - £32000.00 per year