Customer Service Team Lead - Hybrid (12-Month Contract)

Evri; Morley; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Morley office two days a week

Job summary

Evri in Morley is seeking a Customer Service Team Manager on a 12-month fixed-term contract with hybrid working. Salary £30,750 per annum. The role leads a team of around 15 Customer Service Advisors and focuses on coaching, performance and delivering high standards of service.

Initial training will be in the Morley office. Shifts are 08:00–18:00, with one Saturday in five and a day off in lieu. This is a leadership role in a fast-paced customer service environment.

Qualifications

• Experience managing teams within a contact centre or fast-paced customer service environment.
• Proven ability to coach, motivate and develop individuals to achieve and exceed targets.
• Strong communication and interpersonal skills.
• Confidence working with performance data, KPIs and operational targets.
• Excellent organisation and time-management skills.
• Ability to build relationships across multiple teams and stakeholders.
• Positive, solutions-focused approach to problem solving.
• Strong decision-making skills and the confidence to take ownership of challenges.

Responsibilities

• Leading, coaching and developing a team through regular one-to-ones, performance reviews and team huddles.
• Creating and maintaining a positive, high-performing team culture.
• Driving performance across key customer service and operational KPIs.
• Using customer feedback, insight and data to improve service delivery and colleague engagement.
• Monitoring performance, attendance and productivity levels.
• Managing escalated customer queries and complaints, ensuring timely resolution.
• Identifying trends and recommending process improvements to reduce repeat contacts.
• Working collaboratively with wider business functions including Customer Services, IT and Process Improvement.
• Making informed decisions and providing leadership support in the absence of senior managers.

Skills

People management

Coaching

Communication

KPIs

Time management

Stakeholders

Problem solving

Decision making

Job description

Evri in Morley is seeking a Customer Service Team Manager on a 12-month fixed-term contract with hybrid working. Salary £30,750 per annum. The role leads a team of around 15 Customer Service Advisors and focuses on coaching, performance and delivering high standards of service.

Initial training will be in the Morley office. Shifts are 08:00–18:00, with one Saturday in five and a day off in lieu. This is a leadership role in a fast-paced customer service environment.