Customer Service Centre Team Leader: Coaching & Performance

Government Recruitment Service

Newcastle upon Tyne

On-site

GBP 29,000 - 35,000

Full time

6 days ago

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Benefits offered by this job

Civil Service Pension (28.97%)

25 days annual leave + bank holidays

Flexible working

Job summary

Government Recruitment Service is seeking a capable Team Leader to oversee the Customer Service Centre in Newcastle upon Tyne. You will lead a team, manage priorities, and drive performance across calls, emails, social media, web chat, and paper applications.

You will coach staff, use management information to improve individual and team performance, and ensure services meet targets and SLAs. The role collaborates with the virtual management team to maintain consistent service delivery.

Qualifications

Experience leading and motivating a team to deliver high-quality services.
Ability to use management information to drive performance improvements.
Experience ensuring targets and SLAs are achieved across multiple channels.

Responsibilities

Lead the Customer Service Centre team and manage priorities and performance.
Coach staff and provide timely feedback to improve performance.
Manage delivery of services across channels (calls, emails, social media, web chat, paper applications).
Monitor and report on performance against targets and SLAs.
Collaborate with virtual management to ensure consistent service delivery across the centre.