Customer Service Team Lead - Flexible Work & Growth

Xplor; Newcastle upon Tyne; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Paid Parental Leave

GiveBackDays

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor in Newcastle is seeking a Customer Service Team Lead to guide a regional group of Contact Support Advisors. You will provide leadership, mentoring, and clear direction, while aligning core work to the team and overseeing performance.

Reporting to the Senior Manager, Customer Service, you will drive improvements in call quality, customer experience, and adherence to data protection, onboarding and offboarding processes, with a focus on developing people and delivering measurable KPIs.

Qualifications

• Proven ability to prioritise and manage workload for self and a team to meet deadlines and performance metrics
• Previous background in a Call Centre Operations
• Demonstrable and effective people management skills with a track record of developing others
• Able to create and maintain strong working relationships with consumers, customers, suppliers and colleagues
• Demonstrable experience in a consumer services or credit control role and environment
• Effective at identifying problems and providing solutions
• Ability to lead and motivate a team in exceptional consumer service and delivery
• Proactive, self-motivated learner with a drive to achieve personal goals
• You’re a true team player willing to support beyond your day-to-day
• You align with four core values and you’re simply a good human

Responsibilities

• Provide assistance, support and coaching to Contact Support Advisors
• Be an escalation point for concerns raised by Advisors and consumers
• Contribute to the flow of internal communications to your teams from all departments
• Provide supervision and support to ensure company standards and policies are adhered to
• Set goals for team members to support annual performance assessments
• Provide a support infrastructure to improve quality of performance and consumer experience
• Manage team KPIs, oversee performance management and reporting
• Conduct call quality reviews with team members and give feedback for continuous improvement
• Ensure delivery of the voice of the consumer and reflect consumer satisfaction
• Ensure onboarding and offboarding processes are completed to support employee experience

Skills

Team leadership

People management

Relationship building

Problem solving

Tools

CRM systems

Job description

Xplor in Newcastle is seeking a Customer Service Team Lead to guide a regional group of Contact Support Advisors. You will provide leadership, mentoring, and clear direction, while aligning core work to the team and overseeing performance.

Reporting to the Senior Manager, Customer Service, you will drive improvements in call quality, customer experience, and adherence to data protection, onboarding and offboarding processes, with a focus on developing people and delivering measurable KPIs.