Customer Service Team Leader

First Mile | Certified B Corp; Birmingham; On-site; GBP 31,000 - 35,000; Full time

Job summary

Join a leading company in Birmingham as a Customer Services Executive. Lead a team to deliver exceptional customer service while enjoying a vibrant culture focused on sustainability. The role offers competitive pay, bonuses, and numerous perks for professional growth.

Benefits

Continuous learning and development opportunities

Clear career and salary progression pathways

Holiday allowance starting at 25 days plus bank holidays

Monthly £60 personal allowance

Regular social events

Enhanced parental leave scheme

Qualifications

• A can-do attitude.
• Highly organized.
• Passion for helping people.

Responsibilities

• Manage a team of Customer Success agents.
• Monitor KPIs and support continuous improvement.
• Floor management and workload distribution.

Skills

Organizational Skills

Proactivity

Enthusiasm

Customer Service

Job description

Join Our Team at First Mile - Where Recycling Meets Excellence!

Are you ready to embark on a thrilling journey with one of the UK's most dynamic environmental champions? Look no further! First Mile is not just a recycling company; we're trailblazers in sustainability, setting the bar high since 2004. With over 30,000 business customers relying on us to revolutionise their recycling practices, we're on a mission to redefine the way the world views waste.

About First Mile:

At First Mile, we're not just about recycling; we're about making a difference. Our vibrant culture celebrates individuality, fosters creativity, and champions impact. Join us in our quest to safeguard the planet, one recycled item at a time!

About The Role: Customer Services Executive

If you're passionate about delivering top-notch customer service, we have the perfect role for you! As a Team Leader, you will lead, coach, and motivate a team of Customer Success Executives to achieve optimum performance levels. You will manage an omni-channel operation on a weekly basis (Inbound calls, emails & live chats). The Team Leader acts as a role model and ambassador for our company and our values, playing an integral part in delivering an excellent customer experience.

Working Hours & Compensation:

• Monday to Friday, 8:00-4:00/9:00-5:00 with a 30-minute lunch break
• Starting salary: £31,000-£35,000 per year (depending on experience), plus an enticing performance bonus.

Responsibilities:

• Floor Management, including staffing, workload distribution, and performance monitoring
• Managing a team of CS agents: training, coaching, performance reviews, and escalation handling
• Monitoring KPIs and supporting continuous improvement

Key Requirements:

• A can-do attitude
• Highly organized
• Proactive and enthusiastic
• Passion for helping people

Perks & Benefits:

• Continuous learning and development opportunities
• Clear career and salary progression pathways
• Holiday allowance starting at 25 days plus bank holidays
• A monthly £60 personal allowance
• Regular social events
• Enhanced parental leave scheme

Why Join Us?

Be part of a family committed to making a positive impact. Join us in Birmingham and contribute to a rapidly growing, award-winning business where your voice matters, your growth is prioritized, and your passion for the planet drives everything we do.

Ready to take the leap? Apply now and embark on this exciting journey with us!