Customer Service Team Lead — Drive Performance & Coaching

Mis-sold Expert; Manchester; Sur place; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Competitive salary

City centre office

Growth opportunities

Résumé du poste

Mis-Sold Expert in Manchester city centre is seeking a Customer Service Team Lead to drive performance and develop a small team of 6–8 Agents.

You will coach, monitor KPIs, and use AI-powered tools to improve customer outcomes while ensuring FCA guidelines and CRM standards are followed.

This is a hands-on leadership role in a fast-paced environment with competitive salary and room to grow.

Qualifications

• Experience leading a customer service team in a high-volume environment.
• Proven ability to drive KPI performance and coaching.
• Experience with AI-powered tools in contact centres is a plus.
• Strong communication and people-management skills.

Responsabilités

• Lead and develop a team of 6–8 agents.
• Monitor daily KPIs and own team performance.
• Work with dialler tech and monitor activity.
• Use AI tools to support coaching and decisions.
• Conduct regular 1:1 coaching and training.
• Ensure FCA compliance and CRM standards.

Connaissances

Team leadership

Customer service

KPI management

Coaching & mentoring

Dialler technology

AI tools in CS

Performance management

Communication skills

People management

Outils

Dialler software

CRM systems

Call monitoring tools

Description du poste

Mis-Sold Expert in Manchester city centre is seeking a Customer Service Team Lead to drive performance and develop a small team of 6–8 Agents.

You will coach, monitor KPIs, and use AI-powered tools to improve customer outcomes while ensuring FCA guidelines and CRM standards are followed.

This is a hands-on leadership role in a fast-paced environment with competitive salary and room to grow.