The Customer Service Team Leader role is the primary point of responsibility and accountability for all the Customer Service Teams and ensuring we are servicing our customers in the fastest and most efficient way possible. You will lead, develop and support the team members to drive a high-performance culture. You will act as an expert in complex customer queries to ensure we do the right things for our customers and for Dun & Bradstreet.
Key Responsibilities
Honour the Client:
Resolve complex queries promptly
Advocate for the customer within the business
Maintain strong relationships with internal teams and Sister Offices
Communicate critical situations to the team quickly
Handle customer cases within the team as needed
Lead, Develop, and Support Our People:
Manage scheduling, resources, and capacity planning for the team
Monitor team progress against metrics and ensure SLA achievement
Track CSAT performance and proactively engage with customers to resolve issues
Maintain and update the Skills Matrix for training and cross-skilling
Conduct regular check-ins, performance reviews, and onboarding for new starters
Create New Insights:
Review performance data regularly to identify improvement areas
Provide feedback to teams to drive operational improvements and efficiencies
Protect the Franchise:
Manage Statutory Credit Files within regulatory deadlines
Support Subject Access Requests and complaints as needed
Ensure compliance with regulatory and compliance metrics
Key Requirements
Well developed communication and interpersonal skills including active listening, probing, ability to build empathy, situational awareness and adaptation, problem solving and a team based orientation
Remote Contact Center and CRM experience
PC literate and working knowledge of Microsoft suite
Proficiency in both written and verbal English is mandatory
Ability to multitask and thrive in a fast paced teaming environment
Strong working knowledge of D&B products, D&B systems, Reporting and Scoring models
A detail and process mindset and the ability to work in an environment of ambiguity
Ability to have analytical skills and deal with complex issues and ambiguities
Experience of conflict resolution/complaint handling
Experience of leading by example, driving a high performance culture and continual improvement
Experience of leading a team and management of metrics
Knowledge of compliance and regulatory frameworks including FCA, ISO, GDPR and CRA
