Customer Experience Team Lead – Multi-Channel Coach

Stagecoach Group; Perth; On-site; GBP 30,650 - 37,461; Full time

Job summary

Stagecoach Group in Perth is seeking a Team Leader to guide and develop a team of approximately 14 Customer Engagement Advisors. You will coach, motivate and monitor performance to achieve high standards of service across voice, email, SMS and social channels.

The role requires hands-on leadership in a fast-paced contact centre, with a focus on continuous improvement and first-time resolution, while building an inclusive team culture in a customer-centric environment.

Qualifications

• Proven experience leading teams in contact centre or customer service.
• Strong understanding of KPIs and performance management.
• Experience coaching, developing and motivating teams to achieve high performance.
• Ability to manage informal coaching and formal performance processes.

Responsibilities

• Lead a team of around 14 Customer Engagement Advisors to deliver brilliant customer outcomes.
• Create a positive, inclusive environment with coaching, feedback and recognition.
• Manage performance, including addressing underperformance in a fair manner.
• Ensure high performance across voice and digital channels and strive for first-contact resolution.
• Collaborate with regional operations to resolve issues and share insights.

Skills

Leadership

Coaching

Performance management

Multi-channel support

People development

Job description

Stagecoach Group in Perth is seeking a Team Leader to guide and develop a team of approximately 14 Customer Engagement Advisors. You will coach, motivate and monitor performance to achieve high standards of service across voice, email, SMS and social channels.

The role requires hands-on leadership in a fast-paced contact centre, with a focus on continuous improvement and first-time resolution, while building an inclusive team culture in a customer-centric environment.