Essential Skills:
- Demonstrable experience with CRM data
- Proven experience in a customer service environment
- Commercial experience
- High level of customer relationship skills
- Excellent time management
- Ability to work on own initiative
- Ability to manage varying tasks under pressure
The following would also be an asset:
- Management of sales or customer service team
- Face to face client management skills
- Bachelor’s degree or equivalent
The Client Support Team Leader is an exciting opportunity for an individual to join our Client Support Team. The Client Support Team Leader will provide instruction, motivation and direction to their team of Client Support Executives. These responsibilities will be in addition to the Client Support Executive’s function of working with and supporting our clients on our suite of assessments and solutions.
Key responsibilities:
- Direct line management of the Client Support Executives
- Educate clients in the complete range of Thomas products and services
- Carry out pre and post training course meetings
- Provide assessment feedback to clients and prospects
- Devise, agree and implement service levels across their regional team and develop plans to improve where any shortfalls occur
- Ensure necessary resources are in place across their regional team in order to deliver the SLAs, incorporating adequate cover at all times and high levels of customer service satisfaction
- Ensure that Salesforce records are maintained and kept up to date by every team member
- Liaise with the Client Development Manager to forward plan and co-ordinate delivery of projects
- Motivate all team members to follow best practice and enhance the customer experience
The Client Support Team Leader role is a crucial client-facing role which requires the highest level of professionalism at all times. They represent the Thomas Brand and will have an immediate impact on our relationship with clients.
Thomas International are the largest privately owned global provider of psychometric assessments. We empower business leaders by giving them the tools they need to develop their people, teams and culture.
At Thomas, we love what we do and know that our people are core to our business. We’ve grown a lot since our inception in 1981 but are proud to have retained our unique family feel and friendly environment. We take people development seriously and tailor our employees’ career pathway to their specific aspirations and needs, offering a variety of training both from our expert internal trainers and external providers. Whether you are UK-based or work in one of our 60 international offices, you’ll have access to learning and development opportunities that are second to none, including international secondments, coaching and mentoring, funded studying and much more.
We offer fantastic benefits to our employees such as private medical cover, a private GP minutes from our head office, discounted gym membership, holiday buy scheme, and a rewards portal with discounts from major retailers.
Our positive and innovative culture has won us a variety of awards/accolades. We’re looking for passionate and dedicated new faces to join us on our journey.
Sound like you? Apply today and join the Thomas family.