This role is ideal for a customer-focused professional with experience in managing client relationships, handling escalations, and mentoring junior team members. The successful candidate will play a key role in ensuring our customers receive the best possible experience and support.Client DetailsThis small-sized organisation operates in the technology and telecomms industry, providing innovative solutions to its clients. It is focused on delivering high-quality services and fostering a supportive work environment for its employees.DescriptionSupervise and support the customer service team to achieve performance goals.Handle escalated customer inquiries to ensure swift resolution.Monitor and report on customer service metrics and KPIs.Collaborate with other departments to improve service delivery processes.Provide training and mentoring to team members to develop their skills.Implement strategies to enhance customer satisfaction and loyalty.Ensure compliance with company policies and industry standards.Contribute to developing new initiatives for better customer support.ProfileA successful Customer Service Lead should have:Previous experience in a customer service role within the technology and telecomms industry.Strong leadership and team management skills.Excellent communication and problem-solving abilities.Proficiency in using customer service tools and software.A proactive approach and ability to adapt to changing situations.Attention to detail and organisational skills.J