Customer Service Team Lead | Hybrid (Birmingham)

Tp-8f723eaf; Birmingham; Hybride; GBP 26 000 - 32 000; Plein temps

Avantages offerts par ce poste

Perks at Work

Cycle to Work

Eyecare voucher

Holiday purchase

Résumé du poste

Tp-8f723eaf in Birmingham is seeking a Team Leader to coach and mentor a UK banking customer service team. Hybrid role, permanent contract, 40 hours per week.

You will drive performance against quality and productivity targets, ensure compliance with client rules, foster a positive culture, and develop staff through coaching and regular reviews. Banking experience is desirable; strong communication and a customer-centric mindset are essential.

Qualifications

• Proven people management skills with the ability to lead and motivate a team.
• Experience managing multiple workflows to KPIs and quality targets.
• Strong communication and interpersonal skills.
• Customer service focus and stakeholder management.

Responsabilités

• Lead, coach and mentor a team of Customer Service Agents to meet targets and comply with rules.
• Create a constructive, motivational team culture and develop potential.
• Ensure customer satisfaction with focus on NPS and service quality.
• Manage absence, 1:1s, performance and HR processes in line with policy.

Connaissances

People management

KPI management

Coaching

Customer service

Banking industry

Staff development

Communication

Description du poste

Tp-8f723eaf in Birmingham is seeking a Team Leader to coach and mentor a UK banking customer service team. Hybrid role, permanent contract, 40 hours per week.

You will drive performance against quality and productivity targets, ensure compliance with client rules, foster a positive culture, and develop staff through coaching and regular reviews. Banking experience is desirable; strong communication and a customer-centric mindset are essential.