Customer Service Team leader

Capita; Stafford; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Holiday entitlement—25 days (+2)

Pension

Life assurance

Cycle to work

Job summary

Capita in Stafford is recruiting a Customer Service Team Leader for the Enquiry Centre. The role is hybrid, full-time, 37.5 hours per week, Monday to Friday with some Saturdays; training periods and ongoing travel to Belfast are required.

You will coach a team of about 15 customer service advisers, drive KPIs, handle escalations, and perform root cause analysis to improve the customer experience. Capita offers a competitive salary and benefits.

Qualifications

• Experience in a contact centre leadership role.
• Ability to monitor KPIs, productivity and quality outputs/SLAs.
• Experience reading MI data and preparing reports.

Responsibilities

• Coaching and developing a team of approximately 15 advisers to deliver excellent customer service.
• Manage escalated problems and perform root cause analysis to improve customer experience.
• Drive employee engagement and ensure KPIs are met.
• Handle staffing activities: hiring, training, directing, and evaluating staff.

Skills

Team leadership

Coaching

KPI management

Root cause analysis

MI data analysis

Tools

Excel

Job description

We are now recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford! This is hybrid, full-time role working 37.5 hrs per week, Monday to Friday between 8.00 am and 8.00 pm with some Saturdays between 9am and 5pm. You will be expected to be in the office during training periods, plus every Tuesday, Wednesday and Thursday. This is a non-sales environment, taking inbound service calls. As part of this role, you will be required to travel to Belfast on occasion to meet with our wider Team and other Team Leaders.

Salary: £31,749.00 Job title: Customer Service Team leader

Job Description

What you'll be doing

• Coaching and developing a team of approximately 15 customer service advisers to deliver excellent customer service
• Working with team members to meet customer needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience
• Drives employee engagement
• Ensures all KPIs are met
• Hiring, training, assigning, directing, and evaluating staff

What we're looking for

• Contact centre experience either as a senior customer service adviser or team leader / Deputy/ or manager
• We will consider applications from senior Customer Service advisors who can demonstrate some of the key competencies listed below:
  • Demonstrated experience of providing feedback on the quality of work across a team, performing 121’s, training and coaching in support where required
  • Ability to carefully monitor & manage KPI’s and productivity and quality outputs/contractual SLA’s and volume of calls
  • Ability to read and interpret MI data, based on telephony data – using excel data base and online systems to prepare reports for the senior manager
  • Process improvement and change management experience

About HAAS

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by Capita

What’s in it for you?

• £31,749 Annual salary
• 25 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• Access to the Headspace app for you and up to 5 family or friends

Unlock Your Potential with Capita At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering exciting opportunities to expand your skills, explore new paths, and advance your career. Join us and discover a career with purpose.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784 237318 and we’ll get back to you to discuss. As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [e-mail]

Location: Stafford , United Kingdom

Time Type: Full time

Contract Type: Permanent

Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.

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