Customer Service Team Leader

Scrivens Opticians & Hearing Care; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a family-owned opticians and hearing care business as a Customer Service Team Leader. This pivotal role involves supporting the management team, guiding a dedicated group to excel in customer service. You’ll inspire your team, conduct training sessions, and ensure they are equipped with the latest product knowledge and company procedures. With a commitment to integrity and teamwork, you’ll help create an environment that fosters high performance and customer satisfaction. This is an exciting opportunity to make a significant impact in a growing business with a rich history.

Benefits

28 days’ annual leave

Sick Pay

Pension

Generous staff discount scheme

Qualifications

• Proven experience in customer service and team leadership roles.
• Strong ability to inspire and motivate a team.

Responsibilities

• Manage team performance to meet KPIs and conduct one-on-one meetings.
• Deliver training and keep the team updated on product knowledge.

Skills

Customer Service Management

Team Leadership

Communication Skills

Coaching and Support

Job description

Job Title: Customer Service Team Leader

As a key member of the department, the Team Leader supports the Customer Service Management in the effective oversight and day-to-day operation of the Customer Service Department. This role is central to ensuring the team receives the guidance, support, and structure needed to perform at a high level.

Responsibilities:

1. Assist in managing the team to ensure all Key Performance Indicators (KPIs) are met.
2. Conduct regular one-on-one meetings with team members to identify areas for improvement and escalate concerns to management.
3. Collaborate with the Team Support Manager to deliver training sessions and address performance or knowledge gaps.
4. Keep the team updated on product knowledge, system enhancements, NHS developments, company procedures, and complaint processes.
5. Inspire and motivate the team to deliver outstanding customer service, providing coaching and support, including handling calls when necessary.
6. Perform quality checks, review outcomes with staff, and offer constructive feedback for improvement.

Key Personal Characteristics:

• Ability to work well as part of a team and independently.
• Trustworthy, honest, committed, and work with integrity.
• Strong verbal and written communication skills, with the ability to communicate effectively at various levels internally and externally.

The Business:

We are a nationally based opticians and hearing care business, supporting over 169 retail branches across England, Scotland, and Wales. Established in Birmingham in 1938, we are a family-owned business currently expanding.

Benefits:

• 28 days’ annual leave
• Sick Pay
• Pension
• Generous staff discount scheme

If you are interested in this role and want to learn more, please get in touch.