Customer Service Team Lead — Hybrid, Coaching & KPI Focus

Capita plc; Colwich; Hybrid; GBP 31,000; Full time

Job summary

A national service provider based in Stafford is hiring a Customer Service Team Leader to coach a team of advisers and ensure excellent customer service. This hybrid, full-time role requires team management skills and the ability to monitor KPIs. Along with a competitive salary of £30,198, the organization offers multiple benefits including a generous holiday allowance and opportunities for professional growth.

Benefits

25 days' holiday

Employee benefits program

Cycle2work scheme

Paid volunteering day

Access to Headspace app

Qualifications

• Demonstrated experience of providing feedback on the quality of work.
• Ability to manage KPIs and productivity outputs.
• Experience in process improvement and change management.

Responsibilities

• Coaching and developing a team of customer service advisers.
• Managing escalated problems and performing root cause analysis.
• Meeting all KPIs and driving employee engagement.

Skills

Contact centre experience

Feedback on quality of work

Monitoring KPI's

Reading MI data

Process improvement experience

Job description

A national service provider based in Stafford is hiring a Customer Service Team Leader to coach a team of advisers and ensure excellent customer service. This hybrid, full-time role requires team management skills and the ability to monitor KPIs. Along with a competitive salary of £30,198, the organization offers multiple benefits including a generous holiday allowance and opportunities for professional growth.