Customer Service Team Leader

Places for People; Northwich; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

27 days holiday

Bank Holidays

Free onsite parking

Bonus potential

Rewards scheme

Career development

Themed events

Healthcare cashback plan

Remote GP access

Job summary

RMG is seeking a CSC Team Leader to guide and support our Customer Service Centre advisors in Northwich. This full-time, office-based role involves leading by example, driving performance across KPIs, and coaching staff to improve outcomes.

You will ensure efficient operations, manage escalations, and foster a collaborative, customer-first culture. The position requires strong communication, IT and data skills, plus experience in HR policies.

Qualifications

• Experience in leading teams, including training, coaching and motivating staff.
• Strong IT and data review skills, with understanding of performance, rota management and reporting.
• Ability to manage complaints and difficult customers, and influence a positive working environment.
• Experience in HR policies and procedures as part of team management.

Responsibilities

• Lead by example, motivate, inspire, and monitor your team to achieve KPIs.
• Identify, develop, and maintain employee knowledge through effective training and coaching.
• Deliver on SLA metrics and KPIs, ensuring quality targets are met and compliance maintained.
• Foster a One Team Ethos and champion One Touch Processing for seamless customer experiences.
• Conduct regular 1:1s, plan and execute development plans, and address HR issues per procedures.
• React to customer escalations to ensure a positive journey for every customer.
• Monitor time and attendance, overtime budgets, rotas and absences.
• Identify and support process and business development improvements.
• Analyze data and report on key trends, advisor performance and productivity.

Skills

Team leadership

Coaching & training

Data analysis

Microsoft Office

HR policies

Tools

Microsoft Office

Job description

Join the RMG family as a CSC Team Leader and help shape the future of our Customer Service Centre!

Are you passionate about leading teams, driving performance, and delivering exceptional customer service? RMG is growing, and we're looking for a motivated CSC Team Leader to inspire and support our talented advisors in Northwich.

Where will I be working?

Full time office based at our Northwich Office, CW9 7LN

What will you be doing?

As a CSC Team Leader, you'll:

• Lead by example, motivate, inspire, and monitor your team to achieve individual, team, and department KPIs.
• Identify, develop, and maintain employee knowledge through effective training and coaching.
• Deliver on all SLA metrics and KPIs, ensuring quality targets are surpassed and compliance is maintained.
• Foster a "One Team Ethos" and champion "One Touch Processing" for seamless customer experiences.
• Conduct regular 1:1s, plan and execute development plans, and address employment relation issues in line with RMG procedures.
• React proactively to customer escalations, ensuring every customer journey is a positive one.
• Monitor time and attendance, overtime budgets, rotas, and absences.
• Identify and support process and business development improvements.
• Analysing data and reporting on key trends, advisor performance and productivity

What hours will I be working?

37.5 hours per week - Our Customer Service Centre operates 24/7 to support our customers. The CSC Team Leader rota follows a 4-week rotation:

• Week 1: 8am-4pm
• Week 2: 9am-5pm
• Week 3: 10am-6pm
• Week 4: 12pm-8pm

Every 4 weeks, you'll work a weekend shift, with days off in lieu the week before and after.

What are we looking for from you?

• Excellent communication skills, both written and verbal, with the ability to work with stakeholders at all levels.
• Experience in team management, including training, coaching, and motivating staff.
• Strong IT and data review skills, with an understanding of performance, rota management, and reporting.
• Ability to manage complaints and difficult customers, and influence a positive working environment.
• Previous contact centre team management experience is preferred.
• Experience in Microsoft Office and knowledge of property management, leasehold requirements, and legislation is desirable.
• Experience of managing in accordance with HR policies and procedures

What does RMG offer our CSC Team Leaders?

• 27 days holiday plus Bank Holidays
• Free onsite parking
• Potential to earn bonus
• Fantastic reward and recognition scheme
• Career development and extensive opportunities to progress
• Themed events throughout the year
• Free Healthcare cashback plan (covering optical, dental, physiotherapy, GP charges, and more)
• 24/7 access to remote GP services, mental health, and financial support