Customer Service Team Leader

Eclisse UK

Grantham

On-site

GBP 27,900 - 34,100

Full time

14 days+

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Benefits offered by this job

EV electric charging

Extra holiday for birthday

Company events throughout the year

Job summary

A growing customer service company in Grantham is seeking a Customer Service Team Lead to enhance their department and ensure exceptional service. The position requires a minimum of 2-3 years of management experience in customer service, strong analytical skills, and the ability to inspire a team. The successful candidate will be responsible for evaluating operations processes, conducting team meetings, and developing staff. This role offers a full-time schedule from 9:30 AM to 5:00 PM with a salary starting at £31,000 per year.

Qualifications

Minimum 2-3 years proven experience in a management role within customer service.
Strong analytical and problem‑solving abilities.
Experience in coaching and developing team members.

Responsibilities

Evaluate and analyse operations processes to drive customer excellence.
Lead and motivate a team of customer service advisors.
Conduct regular meetings to ensure alignment with objectives.
Manage staff development through ongoing training.

Skills

Team management

Analytical problem-solving

Communication skills

Training and coaching

Organizational skills

Tools

CRM systems

Microsoft Office

Job description

Summary

We are seeking a Customer Service Team Lead to join our dynamic team in Gonerby Moor, to meet the needs of our growing company. This pivotal role will enhance our customer service department, ensuring that we meet our high standards of service while fostering a supportive team environment.

We believe our customers deserve exceptional service. Through amazing customer service leadership and utilising your excellent management skills, you will nurture and grow our expert customer service team to meet our strategic objectives of customer excellence and manage a call centre.

Responsibilities

Critically evaluate and analyse existing operations processes and analytics to create a plan to drive customer excellence.
Lead, motivate, and inspire a team of expert customer service advisors (CSA's)
Conduct regular one-to-one meetings and team briefings to ensure alignment with objectives.
Provide ongoing coaching, feedback, and support to maximise team performance.
Ensure continuous development of staff through training to provide a great experience for our customers.
Effectively manage resource allocation considering seasonal patterns, trends, and strategic plans to manage team schedules and holidays to optimise coverage.
Use your managerial experience and knowledge of HR practices to create a harmonious and collaborative team environment that encourages excellence.
Foster a positive work environment that aligns with company values.

Qualifications

Minimum 2-3 years proven experience in a management or supervisory role within customer service.
Proven track record of managing teams and achieving performance targets.
Experience in coaching, training, and developing team members.
Background in handling customer complaints and service recovery.
Experience in human resource processes for managers, including back-to-work forms, flexible working requests, one-to-ones, performance appraisals, holiday requests, etc.
Proficiency in CRM systems, Microsoft Office suite, and call centre technology. Sage knowledge would be advantageous, but training will be provided as required.
Strong analytical and problem‑solving abilities to resolve complex issues, including excellent written and verbal communication skills for internal and external stakeholders.
Excellent organisational and time‑management skills with attention to detail.
Ability to work in a fast‑paced environment and adapt to changing priorities, and a team player, collaborating and building relationships between departments.

Our Culture

Our company culture will require you to have a willingness to roll up your sleeves and muck in, have a "let's get it done" attitude, and an ability to take ownership. Be flexible and open‑minded.

Benefits