Customer Service Team Lead - Hybrid & Performance

Cactus Search

West Midlands

Hybrid

GBP 21,000 - 35,000

Full time

3 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Hybrid working

Bonus & Benefits

Job summary

Cactus Search is seeking an experienced Customer Service Team Manager to lead and develop a busy omni-channel contact centre, driving high performance and customer satisfaction. You will conduct regular coaching, 1-to-1s and performance reviews, manage attendance and employee relations, monitor live metrics, and partner with wider CX teams to improve journeys across customers.

Hybrid role with at least one day onsite, 40 hours per week, Mon-Fri 8am-8pm and weekend rota; salary up to £35,000 DOE

Qualifications

Experience managing, coaching and developing customer service teams.
Strong understanding of contact centre KPIs, reporting and performance management.
Ability to have challenging conversations and provide constructive feedback.
Target-driven with a focus on continuous improvement.
Excellent communication, organisation and problem-solving skills.

Responsibilities

Lead, coach and develop a team of Customer Service Advisors.
Drive performance against KPIs including CSAT, quality and productivity.
Conduct regular 1-to-1s, coaching sessions and performance reviews.
Manage attendance, performance and day-to-day employee relations.
Monitor live contact centre performance and respond to operational issues.
Identify training needs and support continuous improvement.
Create a positive, inclusive and high-performing team culture.
Work with wider Customer Experience teams to improve processes and customer journeys.