Customer Service Team Leader

The Role:The Customer Service Team Leader is a full-time role and is responsible for managing the internal relationships with Portfolio teams, Ops Teams, Technical with respect to event and/or portfolio specific Customer Service requirements.  They will be working with the Customer Service Manager, to ensure sufficient infrastructure is in place with our offshore partner from a training, capacity planning and quality management perspective.  They will ensure the highest customer service levels and delivery of our products and services. The role will also be required to attend meetings, report findings to relevant departments and to suggest improvements through to implementation.  They will be the main point of call for complaints, audits and any legal queries. The successful candidate will be working closely with the following departments:  Operations, Sales, Digital, Marketing, Product, Brand and Credit Control.Job Summary/Responsibilities:Maintenance and update of CRM systems i.e. Salesforce, registration programmes, exhibitor manuals and floorplan managementKey point of escalation in the resolution of Customer complaint and dissatisfactionMain point of contact for Key internal stakeholders developing and nurturing these relationshipsPerformance management of internal CS resourcesManagement of offshore Customer Service Team and Partner Relationships to defined Customer SLA’s and standardsSubject matter expert on Customer Service requirement and processes guiding the offshore Customer Support Team to excellencePersonally delivering onsite Customer Service Support during live event lifecycles for specific events as part of the Infohub TeamCo-ordination with other departments (marketing, conference, operations & finance).Sharing best practices and improvement recommendationsEnjoy proactive outbound communication plans are implemented in collaboration with key stakeholders where requiredManaging direct report(s)Management of ad-hoc projects and tasks as required by the Customer Service Manager