Customer Service Team Lead - On-site Glasgow

Teleperformance; Glasgow; On-site; GBP 26,000 - 32,000; Full time

Job summary

Teleperformance in Glasgow is seeking a Team Leader - Customer Service to lead and coach a team of Customer Service Specialists on-site in the city centre. The role is full-time, permanent, with 40 hours per week and a salary of £29,000.

You will be responsible for developing and mentoring your team to meet qualitative and quantitative targets, while ensuring compliance with client rules and procedures. The role emphasizes a customer-centric culture and staff development for high achievement.

Qualifications

• Proven people management skills with the ability to lead and motivate a team
• Experience in coaching and developing team members to meet targets
• Confident in a range of people management processes including absence, 1:1s and performance management
• Passion for teamwork and engaging, positive work culture
• Experience in a high-volume, fast-paced environment with multi-tasking
• Customer-service focus with strong stakeholder relationship skills
• Good written and verbal communication with attention to detail

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents to achieve qualitative and quantitative targets
• Create a focused, motivating culture to maximise team potential
• Manage all people processes in line with policy (absence, 1:1s, disciplinary, capability) and employee relations
• Develop a customer-centric culture to deliver high customer satisfaction
• Provide regular coaching and performance reviews to help staff realise potential and improve outcomes

Skills

People management

Coaching

Team leadership

Performance management

Customer service focus

Communication skills

Stakeholder management

Job description

Teleperformance in Glasgow is seeking a Team Leader - Customer Service to lead and coach a team of Customer Service Specialists on-site in the city centre. The role is full-time, permanent, with 40 hours per week and a salary of £29,000.

You will be responsible for developing and mentoring your team to meet qualitative and quantitative targets, while ensuring compliance with client rules and procedures. The role emphasizes a customer-centric culture and staff development for high achievement.