Customer Service Team Leader

Maximus UK; Ilkley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading customer service organization in Ilkley seeks a Team Leader to oversee and develop a customer service team. Ideal candidates will have experience managing teams and strong coaching abilities. Responsibilities include setting performance targets, managing escalations, and ensuring quality customer service delivery. This full-time position offers 33 days of holiday per year, including bank holidays, following a 12-hour rota cycle.

Benefits

33 days holiday

Full-time across a 12-hour rota cycle

Qualifications

• Experience managing a team is essential.
• Strong communication and interpersonal skills are required.
• Ability to empathize and resolve complaints effectively.

Responsibilities

• Oversee a team of customer service advisors.
• Set and meet departmental KPIs while adhering to SLAs.
• Handle complex customer complaints and enquiries.

Skills

Team management

Coaching

IT literacy

Communication skills

Decision-making

Tools

MS Office Suite

Job description

Job Overview

This role is based in Leeds City centre. Our office is located at Ground Floor West Gate, 6 Westgate, Grace Street, Leeds LS1 2RP. You will be working shifts between the hours of 8am – 8pm, including working weekends on a rota basis. The service is 365 days a year, so you will work bank holidays if your shift falls on that day, but your holiday entitlement will include these bank holidays, giving you 33 days per year.

Responsibilities

• To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
• To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
• To ensure departmental KPI's are being achieved whilst adhering to SLAs
• To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
• To ensure adequate resources are available to meet customer and contract needs
• Provide support to members of the team where needed
• Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service ensuring the team are aware and have all up to date information
• Setting and meeting performance targets for speed, efficiency, and quality
• Managing the daily running of your team within a busy contact centre environment
• The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
• Liaising with Supervisors, other Team Leaders, team members, Team Managers, external customers and other colleagues to gather information and resolve issues
• Following the Quality Management System, to improve quality and minimise errors
• Handling complex customer complaints or enquiries
• Overcoming the complex communication challenges created through language barriers with professionalism and integrity to ensure a quality and efficient service provision to all SU's
• Act as a point of escalation for complaint handling complex service user calls
• Act as a point of escalation for at risk or serious safeguarding call taking into account the challenges faces with language barriers
• Organising staffing, including shift patterns and the planning the number of employees required to meet demand
• Improving performance by raising efficiency
• Where a high number of process changes take place, ensure these are communicated, actioned and support is provided to all Customer Service Advisors where required
• Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
• Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place
• Lead by example with regards to behaviours acting professionally at all times
• Operate within and as a driver of a diverse, inclusive and supportive working environment
• Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
• Developing constructive and cooperative working relationships with colleagues

Requirements

• Experience of managing a team
• Experience of coaching and developing people
• Experience of working as part of a team
• IT literate with full working knowledge of MS Office Suite and use of windows‑based databases
• An ability to plan, prioritise and co‑ordinate your workload
• Excellent communication and interpersonal skills
• Strong decision‑making abilities
• An ability to empathise with people at all levels
• An ability to manage and resolve complaints
• Emotional resilience
• Experience of working in a contact centre environment is desirable
• Previous experience of delivering a telephone and / or online based service is desirable
• WE DO NOT OFFER WORK SPONSORSHIP

Benefits

33 days holiday per year including bank holidays. Work full time across a 12‑hour rota cycle.

EEO Statement