Customer Service Team Leader

We Are Woven; Ipswich; On-site; GBP 30,000 - 40,000; Full time

Job summary

We Are Woven seeks a Team Leader to manage our contact centre operations, ensuring customer satisfaction and meeting performance targets. This role involves overseeing shifts, conducting coaching sessions, and implementing improvements based on feedback. Join a dynamic team dedicated to delivering exceptional experiences and fostering a supportive work environment.

Benefits

Collaborative and supportive working environment

Competitive salary and benefits package

Role in a customer-focused team

Qualifications

• Experience in a contact centre or customer service supervisory role.
• Strong understanding of KPI management.
• Proven ability to support and coach team members.

Responsibilities

• Manage day-to-day operations, ensuring KPIs are met.
• Provide coaching and mentoring to team members.
• Handle escalated customer interactions effectively.

Skills

KPI management

Coaching

Problem-solving

Organizational skills

Communication

Tools

Contact centre management tools

Job description

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Woven is a dynamic and fast-paced organisation, delivering exceptional customer service for our client. Our contact centre team is at the heart of ensuring outstanding customer and viewer experiences.

We are looking for a Team Leader who will be supported by an assistant Team Leader in managing the team, overseeing day-to-day operations, and ensuring performance targets are met.

Role Overview

The Team Leader plays a key role in the smooth running of the team. This role is responsible for managing shifts, ensuring KPIs are met, and supporting advisors to deliver exceptional service. You will act as a key point of contact for escalations, provide coaching to team members, and contribute to performance improvement.

Key Responsibilities

Operational Performance & KPI Management

• Ensure contractual KPIs, team and individual performance targets are met.
• Monitor real-time operational performance, taking proactive steps to maintain service levels.
• Assist in managing schedules, rotas, and breaks to maximise efficiency and adherence.
• Handle escalated customer/viewer interactions, ensuring issues are resolved effectively.
• Preparation of performance reports, Monthly Business Review (MBR) and Weekly Business Review (WBR) reporting packs.
• Identify trends in customer/viewer feedback and work with the Team Leader to implement improvements.

Quality & Compliance

• Ensure quality and compliance standards are consistently met across the team.
• Review QA scores, providing support and coaching for advisors who need development.
• Assist with root cause analysis for issues such as complaints, quality concerns, and technical failures, helping to implement action plans for improvement.
• Promote best practices and ensure advisors are using the correct tools and systems to enhance efficiency.

Team Support & Development

• Act as a mentor and first point of support for advisors, providing guidance and answering queries.
• Assist in delivering training sessions and one-on-one coaching to improve performance and skills.
• Support with performance management, providing feedback and assisting with Performance Improvement Plans (PIPs) where necessary.
• Foster a positive and engaged team culture, motivating colleagues to perform at their best.
• Ensure team members understand and align with the brand’s tone of voice and service expectations.
• Work closely with the Assistant Team Leader to ensure smooth day-to-day operations.
• Communicate key updates, targets, and expectations clearly to the team.
• Encourage collaboration and problem-solving within the team to drive continuous improvement.
• Liaise with other departments as needed to resolve issues and enhance the customer/viewer experience.
• Provide cover for the Assistant Team Leader, Quality & Complaints Specialist, and Social Media Specialist during periods of absence, ensuring continuity of service and operational effectiveness.

Skills & Experience Required

• Experience in a contact centre or customer service supervisory role.
• Strong understanding of KPI management and operational performance metrics.
• Proven ability to support, coach, and develop team members.
• Excellent problem-solving skills, with the ability to handle escalations effectively.
• Strong organisational skills and ability to manage shifts and schedules.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong communication skills, both written and verbal.
• Experience using contact centre management tools and systems such as Zendesk.
• A proactive and hands-on approach to team support and leadership.

What We Offer

• A collaborative and supportive working environment.
• A competitive salary and benefits package.
• The opportunity to play a key role in a fast-paced, customer-focused team.

If you are passionate about leading teams, improving customer experiences, and driving performance, we’d love to hear from you!

To apply, please submit your CV and a cover letter detailing your relevant experience.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Outsourcing and Offshoring Consulting

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