Customer Service Team Lead - KPI & Development Leader

Places for People; Northwich; Presencial; GBP 30.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

27 days holiday

Bank Holidays

Free onsite parking

Bonus potential

Rewards scheme

Career development

Themed events

Healthcare cashback plan

Remote GP access

Descripción de la vacante

RMG is seeking a CSC Team Leader to guide and support our Customer Service Centre advisors in Northwich. This full-time, office-based role involves leading by example, driving performance across KPIs, and coaching staff to improve outcomes.

You will ensure efficient operations, manage escalations, and foster a collaborative, customer-first culture. The position requires strong communication, IT and data skills, plus experience in HR policies.

Formación

• Experience in leading teams, including training, coaching and motivating staff.
• Strong IT and data review skills, with understanding of performance, rota management and reporting.
• Ability to manage complaints and difficult customers, and influence a positive working environment.
• Experience in HR policies and procedures as part of team management.

Responsabilidades

• Lead by example, motivate, inspire, and monitor your team to achieve KPIs.
• Identify, develop, and maintain employee knowledge through effective training and coaching.
• Deliver on SLA metrics and KPIs, ensuring quality targets are met and compliance maintained.
• Foster a One Team Ethos and champion One Touch Processing for seamless customer experiences.
• Conduct regular 1:1s, plan and execute development plans, and address HR issues per procedures.
• React to customer escalations to ensure a positive journey for every customer.
• Monitor time and attendance, overtime budgets, rotas and absences.
• Identify and support process and business development improvements.
• Analyze data and report on key trends, advisor performance and productivity.

Conocimientos

Team leadership

Coaching & training

Data analysis

Microsoft Office

HR policies

Herramientas

Microsoft Office

Descripción del empleo

RMG is seeking a CSC Team Leader to guide and support our Customer Service Centre advisors in Northwich. This full-time, office-based role involves leading by example, driving performance across KPIs, and coaching staff to improve outcomes.

You will ensure efficient operations, manage escalations, and foster a collaborative, customer-first culture. The position requires strong communication, IT and data skills, plus experience in HR policies.