Customer Service Team leader

Construction, Property and Engineering; Billericay; On-site; GBP 32,000; Full time

Job summary

Une entreprise leader dans la maintenance et les réparations recherche un Responsable de Service Client expérimenté pour une position permanente au sein de son équipe de Basildon. Ce rôle offre l'opportunité de diriger une équipe performante dans un environnement de contact centre. Le candidat idéal doit avoir une expérience avérée en gestion d'équipes, d'excellentes compétences en communication et un esprit orienté vers le service de qualité.

Benefits

Pension

Congés annuels

Qualifications

• Expérience prouvée en gestion d'équipe de service client dans un environnement de bureau animé.
• Compétences solides en gestion des personnes avec la capacité d'inspirer et de motiver.
• Excellentes compétences en communication et approche collaborative.

Responsibilities

• Assurer que le centre de contact de Basildon livre des performances requises sur tous les canaux clients (téléphone, email, vidéo, social).
• Gérer les KPI, assurer le respect des SLA et résoudre les plaintes.

Skills

Gestion des équipes

Communication

Résolution de problèmes

Job description

Customer Service Team Leader

Location: Basildon

Salary: £32,000 per annum

Working: Monday to Friday - 40 hours per week

A leading repairs and maintenance provider is seeking an experienced Customer Service Team Leader for a permanent position within their Basildon Repairs Team. This is a stable, full-time role offering the opportunity to lead a high-performing contact centre team and deliver exceptional customer service.

Key Benefits:

* Salary: £32,000 per annum
* Hours: Monday to Friday, 40 hours/week
* Holiday allowance (company standard)
* Pension scheme
* Office-based role in Basildon
* Permanent, full-time position

Role and Responsibilities:

* Ensure the Basildon contact centre delivers required performance across all customer channels (phone, email, video, social).
* Assess resourcing requirements and support day-to-day operations.
* Work with the management team to achieve annual and 5-year plan objectives.
* Lead, coach, and develop team members, implementing best practice and change initiatives.
* Undertake quality assurance and drive a "right first time" culture.
* Manage KPIs, ensure SLA adherence, and resolve complaints while acknowledging compliments.
* Oversee annual leave and absences, covering busy periods when needed.

What We're Looking For:

* Proven experience leading a customer service team in a busy office environment.
* Strong people management skills with the ability to inspire and motivate.
* Excellent communication skills and a collaborative approach.
* Ability to monitor performance metrics and implement improvement strategies.
* Problem-solving mindset and commitment to high-quality service delivery.

Apply now or share with someone who'd be a great fit!

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.