Customer Engagement Team Leader

SCG Corporate; Reigate; On-site; GBP 35,000 - 50,000; Full time

Job summary

A customer engagement firm in Reigate is seeking a Team Leader to manage and develop their team while ensuring outstanding customer service. The role requires proven experience in customer engagement, strong communication skills, and the ability to solve complex problems under pressure. Candidates must be present in the office 4 days a week and have at least 12 months of relevant experience. This position offers a dynamic work environment with opportunities for continuous improvement.

Qualifications

• A minimum of 12 months experience of working in Customer Engagement.
• Required to be in the Reigate office 4 days a week.

Responsibilities

• Manage, coach, and develop the team to achieve SLA’s targets and deliver outstanding service.
• Ensure all enquiries are handled promptly, professionally, and in line with company values.
• Monitor workflows, allocate resources effectively, and maintain service-level agreements (SLAs).
• Conduct regular call reviews, provide feedback, and implement improvement plans.
• Track & report team performance, identify trends, and report insights to management.
• Act as an escalation point for complex customer queries and complaints.
• Drive initiatives to enhance processes, tools, and customer satisfaction.

Skills

Proven experience in a customer service or engagement environment

Strong communication and interpersonal skills

Competent in problem-solving and decision-making abilities

Knowledge of products, services, and billing processes

Ability to work under pressure and manage competing priorities

Job description

Location: Reigate

Responsibilities

• Team Leadership: Manage, coach, and develop the team to achieve SLA’s targets and deliver outstanding service.


• Customer Experience: Ensure all enquiries are handled promptly, professionally, and in line with company values.


• Operational Excellence: Monitor workflows, allocate resources effectively, and maintain service-level agreements (SLAs).


• Quality Assurance: Conduct regular call reviews, provide feedback, and implement improvement plans.


• Reporting & Analysis: Track & report team performance, identify trends, and report insights to management.


• Issue Resolution: Act as an escalation point for complex customer queries and complaints.


• Continuous Improvement: Drive initiatives to enhance processes, tools, and customer satisfaction.

Skills & Experience

• Proven experience in a customer service or engagement environment


• Strong communication and interpersonal skills


• Competent in problem-solving and decision-making abilities.


• Knowledge of products, services, and billing processes


• Ability to work under pressure and manage competing priorities.

Prerequisites

• Place of work: Required to be in the Reigate office 4 days a week.


• Experience: A minimum of 12 months experience of working in Customer Engagement

** Please note applications will close on Friday 28th November **