Customer Success Team Leader

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!

The Role

We are currently looking for a client-centric and enthusiastic Client Support Team leader to join our team.

Leading Client Service Executives who are responsible for our client base of Staffing Agencies & SME businesses, the Client Support Team Leader will lead and develop a high-performing team, driving service quality, account growth and account retention.

What your day will look like:

• You will be responsible for a portfolio of client accounts.
• Supporting your client accounts to ensure they are getting the best from their job postings, optimising their products to the fullest of their potential and making sure their job postings reach the greatest audience, with the best candidates to fill their roles.
• Utilise data-driven insights to support their customers in optimising the postings, products and proactively recommend solutions to enhance their experience and outcomes.
• Be a true subject matter expert, cultivating strong client relationships, understanding their goals and challenges, and ensuring they always see CV-Library as their number one job board platform.
• Supporting our sales teams in enabling them to grow and retain accounts.
• Hold regular performance reviews with key accounts and visit clients onsite periodically for training, to promote new product updates and features and to strengthen client relationships
• Manage client queries and concerns confidently and effectively dealing with any issues and taking ownership of issues through to resolution
• Leading a team of client service executives, ensuring they provide the best client care to our customers.
• Training and developing them in processes and procedure to ensure they can resolve customer queries and concerns.
• Monitor key performance indicators (KPIs) for the team and assess team and individual performance regularly and drive excellence across the teams to achieve and excel against KPI’s.
• Conduct regular 1-to-1s, reviews and implement personal development plans for staff to reach their full potential
• Create and deliver training programs for team members to handle client inquiries effectively and accurately addressing skills gaps as needed

Essential:

• Minimum 2+ years’ experience in a relevant team leader position, within a customer service environment.
• Strong experience leading a team, developing teams, holding 1-2-1 and identifying training and development gaps.
• Customer centric with commercial mindset to identify opportunities to add value and provide outstanding customer service to our clients.
• Good IT skills using MS Office programs, email and CRM systems
• Excellent communication skills (verbal and written)
• Motivated and target driven with a desire to help others meet targets and develop their skills
• Able to demonstrate exceptional prioritisation and organisation skills
• Adaptable and flexible with the ability to handle a heavy workload in an ever changing, fast paced environment
• Education level - minimum Matric Grade 12

Desirable:

• Experience working in the UK or US market

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements. Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.