Customer Service Team Leader

fibrus; Belfast City District; Presencial; GBP 32.000 - 42.000; Jornada completa

Descripción de la vacante

Fibrus Networks Ltd invites applications for a Customer Service Team Leader to guide a team of Customer Service Advisors toward exceptional service. You will oversee daily activities, monitor performance, and coach colleagues to meet KPIs, service levels and quality standards across voice, email, web chat, and social channels.

You will collaborate with the Customer Service Operations Manager and other Team Leaders to foster an inclusive culture, address escalations, and drive continuous

Formación

• Experience leading a contact centre or customer service team.
• Proven ability to meet KPIs and SLAs.
• Strong coaching and feedback skills.
• Excellent communication and interpersonal skills.

Responsabilidades

• Lead, motivate and support a team of Customer Service Advisors to achieve KPIs, service levels and quality targets.
• Monitor daily team performance using MI to identify gaps and ensure targets are met.
• Conduct regular 1:1s and coaching to improve individual performance and confidence.
• Identify training needs and share best practices to build skills across the team.
• Take ownership of customer escalations and resolve issues within agreed timescales.
• Assist Advisors with queries and process guidance across systems and policies.
• Work with CX Team to monitor interaction quality across channels.
• Identify opportunities to improve processes and customer journeys for continuous improvement.
• Support roll-out of new processes and systems and ensure adoption by the team.
• Ensure adherence to company policies, procedures and regulatory requirements.

Conocimientos

Team leadership

Customer service

Coaching

KPI focus

Multi-channel

Communication

Problem solving

Process improvement

Stakeholder comms

Descripción del empleo

THE JOB

The Customer Service Team Leader will be responsible for leading and supporting a team of Customer Service Advisors to deliver an excellent customer experience and achieve operational performance targets. You will oversee day-to-day team activities, ensuring service levels, quality standards and KPIs are consistently achieved across multiple contact channels. You will play a key role in coaching, motivating and developing colleagues, managing customer escalations and identifying opportunities to improve processes and performance. Working closely with the Customer Service Operations Manager and other Team Leaders, you will help create an inclusive and supportive environment where colleagues feel valued, respected and empowered to develop and perform at their best.

WHAT WILL YOU BE DOING?

• Lead, motivate and support a team of Customer Service Advisors to achieve individual and team KPIs, service levels and quality targets.
• Monitor daily team performance, reviewing key metrics and management information to identify performance gaps, address challenges and ensure operational targets are achieved.
• Carry out regular 1:1s, performance reviews and coaching sessions, providing constructive feedback and identifying development opportunities to improve individual performance and confidence.
• Support the development of colleagues by identifying training needs, sharing knowledge and best practice, and working with the relevant teams to ensure the required skills and knowledge are in place.
• Take ownership of customer escalations, supporting Advisors with complex or sensitive queries and ensuring issues are resolved effectively and within agreed timescales.
• Act as a point of support and guidance for Advisors, helping with customer queries, processes, systems and operational challenges.
• Working with the CX Team to monitor the quality of customer interactions, providing feedback and coaching to ensure a consistent, high-quality customer experience across all contact channels.
• Identify opportunities to improve team processes, ways of working and customer journeys, contributing to continuous improvement and reducing unnecessary customer contacts.
• Support the implementation of new processes, systems and operational changes, ensuring the team understands and adopts new ways of working.
• Ensure team adherence to company policies, procedures, regulatory requirements and service standards.
• Maintain effective communication within the team, ensuring operational updates, business priorities and changes are clearly understood and encouraging feedback from colleagues.
• Work collaboratively with other Team Leaders and departments to share best practice, address recurring issues and support consistent service delivery across the contact centre.
• Identify trends in customer feedback, complaints and escalations, sharing insights with the Customer Service Operations Manager to support root cause analysis and business improvements.
• Support customer retention by coaching Advisors to identify appropriate upselling and cross-selling opportunities, deliver positive customer experiences and reduce customer churn.
• Manage attendance, conduct and performance matters within the team, escalating issues where appropriate and working in line with company policies and procedures.
• Promote an inclusive and supportive team culture built on respect, valuing diversity and ensuring all colleagues feel supported and able to perform at their best.

WHAT WILL YOU BRING?

• Previous experience leading or supervising a team within a contact centre or customer service environment.
• Demonstrable experience of managing team performance against KPIs, service levels and quality targets.
• Experience coaching, motivating and developing colleagues to improve individual and team performance.
• Strong customer service skills, with the ability to manage complex customer queries and escalations effectively.
• Experience monitoring performance data and using management information to identify trends, address performance gaps and drive improvements.
• A proactive approach to identifying and implementing process improvements to enhance the customer experience and operational efficiency.
• Excellent communication and interpersonal skills, with the ability to engage, support and motivate colleagues at all levels.
• The ability to manage competing priorities, make informed decisions and remain effective in a fast-paced operational environment.
• A strong understanding of customer experience, complaint handling and service quality.
• Experience working across multiple customer contact channels, including voice, email, web chat, messaging and social media.
• The ability to build positive working relationships with colleagues and stakeholders across different departments.
• Promote an inclusive culture built on respect, valuing diversity and ensuring all colleagues feel supported and empowered.
• Experience in the telecommunications market is desirable.

IS FIBRUS FOR ME? At Fibrus, we put our people first! A