Customer Service Team Leader

Success Talent; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

A recruitment agency in the United Kingdom is seeking a Sales Team Leader to inspire and empower Contact Centre Advisors. You will coach the team to meet performance targets, manage service quality, and handle customer inquiries. Ideal candidates have leadership experience in a contact centre environment and strong communication skills. This position offers opportunities for growth, development, and a competitive salary.

Benefits

Opportunities for growth and development

Competitive salary

Performance-based incentives

Qualifications

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Coach and develop a team of Contact Centre Advisors to achieve performance targets.
• Monitor key metrics to ensure service quality.
• Ensure calls are logged accurately and maintain customer records.

Skills

Team leadership

Coaching

Communication

Problem-solving

Tools

Zendesk

CRM systems

Job description

Are you passionate about driving performance and creating a positive team culture? We're looking for a Sales Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.

What You'll Do

• Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
• Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
• Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
• Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
• Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
• Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.”

What We're Looking For

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem-solving abilities.
• Familiarity with Zendesk and CRM systems is a plus.

Why Join Us?

• Be part of a dynamic, supportive team.
• Opportunities for growth and development.
• Competitive salary and performance-based incentives.

Ready to lead and make an impact? Apply now and help deliver exceptional service every day.