Call Centre Team Leader

CCA Recruitment Group; Belfast City District; Sur place; GBP 38 000 - 42 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Bonus opportunities

Career progression

Comprehensive training programme

Supportive culture

Generous holiday allowance

Pension scheme

Employee wellbeing initiatives

Résumé du poste

CCA Recruitment Group in Belfast is seeking an experienced Customer Service Team Leader to oversee a busy contact centre and lead a team of Customer Service Advisors. You will coach, review performance, and drive service quality to meet productivity goals.

We value strong communication, problem-solving, and a passion for customer service. The role includes recruitment support, onboarding, and close collaboration with management to sustain high performance.

Qualifications

• Experience as Team Leader, Supervisor or Manager in a call/ contact centre.
• Strong people management and coaching skills.
• Proven ability to manage performance against KPIs and service metrics.
• Excellent communication and problem-solving abilities.
• Ability to motivate and develop individuals and teams.
• Customer-focused with passion for delivering excellent service.
• Strong organisational skills and attention to detail.

Responsabilités

• Lead, motivate and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions, 1-2-1s and performance reviews.
• Monitor performance against KPIs including service levels and customer satisfaction.
• Handle escalated enquiries and complaints professionally.
• Create a positive working environment that drives high performance.
• Identify training needs and support onboarding of new staff.
• Collaborate with management to meet operational targets.
• Ensure compliance with company policies and processes.

Connaissances

People management

Coaching

KPI management

Communication

Problem solving

Team leadership

Customer focus

Organisational skills

Reporting tools

Outils

Contact centre systems

Performance reporting tools

Description du poste

Customer Service Team Leader
Location: Belfast Salary: £34000 + £4000 Bonus & Benefits Full Time | Permanent

Are you an experienced Customer Service Team Leader looking for your next challenge? Do you thrive in a fast-paced contact centre environment where coaching, performance management, and customer experience are at the heart of what you do?

We are seeking a motivated and people-focused Customer Service Team Leader to lead a team of Customer Service Advisors, ensuring exceptional service delivery, high colleague engagement, and achievement of key operational targets.

The Customer Service Team Leader Role

As a Customer Service Team Leader, you will be responsible for overseeing the day-to-day performance of a busy customer service team. You will inspire, coach and develop your advisors to deliver outstanding customer experiences while achieving service, quality, and productivity objectives.

Key Responsibilities of this Customer Service Team Leader

• Lead, motivate and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions, 1-2-1s, and performance reviews.
• Monitor and drive performance against KPIs including service levels, quality, customer satisfaction, and productivity.
• Handle escalated customer enquiries and complaints professionally and efficiently.
• Create a positive and engaging working environment that promotes high performance.
• Identify training and development needs across the team.
• Analyse performance data and implement improvement plans where required.
• Support recruitment, onboarding and induction of new team members.
• Work closely with management to deliver operational and customer service objectives.
• Ensure compliance with company policies, processes, and regulatory requirements.

About You as a Customer Service Team Leader

We're looking for a confident leader who can bring out the best in their team and has a genuine passion for customer service.

Essential Skills & Experience

• Previous experience as a Team Leader, Supervisor or Manager within a call centre or contact centre environment.
• Strong people management and coaching skills.
• Experience managing performance against KPIs and service metrics.
• Excellent communication and problem-solving abilities.
• Ability to motivate and develop individuals and teams.
• Customer-focused with a passion for delivering excellent service.
• Strong organisational skills and attention to detail.
• Comfortable using contact centre systems and performance reporting tools.

Desirable

• Experience within customer service, financial services, utilities, telecommunications or outsourced contact centres.
• Knowledge of quality monitoring frameworks and customer experience initiatives.

What's on Offer

• Competitive salary
• Performance-related bonus opportunities
• Career progression and development opportunities
• Comprehensive training programme
• Supportive and collaborative culture
• Generous holiday allowance
• Pension scheme
• Employee wellbeing initiatives

Why Join Us

This is an excellent opportunity to join a growing organisation that values its people and is committed to delivering exceptional customer experiences. You'll have the chance to make a real impact, develop your leadership career, and help shape the success of a high-performing customer service operation.