Customer Service Team Leader

Jonathan Lee; Telford; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus

Job summary

Jonathan Lee in Telford is seeking an experienced Customer Service Team Leader to coach, develop and drive high performance in a busy contact centre. You will lead from the front, set targets, monitor KPIs and mentor two team members to deliver outstanding service and business growth.

The role is office-based, Monday to Friday, 37.5 hours, with a £28,000 salary and a performance bonus. Probationary period applies and progression opportunities exist within the leadership team.

Qualifications

• Proven team leadership experience in customer service or contact centre.
• Experience managing KPIs and performance targets.
• Strong coaching, mentoring and motivation skills.
• Excellent customer service and communication skills.
• Experience working in regulated or compliance-focused environment would be beneficial.

Responsibilities

• Managing and motivating a customer service team of 2 to achieve individual and team targets
• Conducting regular KPI reviews and performance meetings
• Monitoring daily performance and providing constructive feedback
• Coaching and mentoring team members to improve performance
• Supporting training and development across the team
• Setting clear expectations and performance objectives
• Monitoring productivity, call volumes and team activity
• Identifying opportunities to improve processes and customer service
• Managing workloads and prioritising tasks across the team
• Supporting colleagues with customer queries and more complex situations
• Dealing with performance and people related issues professionally
• Working closely with senior management to report on team performance
• Identifying potential business improvements and supporting change

Skills

Team leadership

KPI management

Coaching & mentoring

Customer service

Communication skills

Time management

Job description

Are you an experienced Customer Service Team Leader, Customer Service Supervisor or Team Leader who enjoys coaching people, improving performance and delivering excellent customer service?

We are looking for a Customer Service Team Leader to join a growing and vibrant team in Telford. This is a hands on leadership role where you will lead from the front, support your team and help drive customer service, performance and business growth.

You will be responsible for managing day to day team performance, setting targets, monitoring KPIs, coaching and mentoring team members and ensuring high standards are consistently maintained.

What will you be doing?

As Customer Service Team Leader, you will take responsibility for the performance and development of your team, making sure everyone has the support, training and direction they need to succeed.

Your responsibilities will include:

• Managing and motivating a customer service team of 2 to achieve individual and team targets
• Conducting regular KPI reviews and performance meetings
• Monitoring daily performance and providing constructive feedback
• Coaching and mentoring team members to improve performance
• Supporting training and development across the team
• Setting clear expectations and performance objectives
• Monitoring productivity, call volumes and team activity
• Identifying opportunities to improve processes and customer service
• Managing workloads and prioritising tasks across the team
• Supporting colleagues with customer queries and more complex situations
• Dealing with performance and people related issues professionally
• Working closely with senior management to report on team performance
• Identifying potential business improvements and supporting change

What are we looking for?

We are looking for an experienced Customer Service Team Leader or Supervisor with a proven track record of managing people, delivering excellent customer service and achieving targets.

You will ideally have experience within customer service, sales, account management, contact centre, financial services or another target driven environment.

You will also have:

• Proven team leadership or people management experience
• Experience managing KPIs and performance targets
• Strong coaching, mentoring and motivation skills
• A confident and professional communication style
• Excellent customer service skills
• The ability to provide constructive feedback
• Strong organisational and time management skills
• The ability to make effective decisions under pressure
• A proactive approach to identifying improvements
• Experience managing workloads and prioritising team activity
• The confidence to influence and motivate others
• Strong attention to detail and a high level of professionalism
• A positive and supportive approach to leadership
• Experience working within a regulated or compliance focused environment would be beneficial.

What is on offer?

• £28,000 salary
• Bonus
• Monday to Friday working hours - 37.5hrs per week
• Paid for industry qualification after probation
• Full time office based position in Telford
• Vibrant and supportive team environment
• Opportunity to develop and progress your leadership career
• Hands on management, coaching and mentoring responsibilities
• Opportunity to make a real impact on team performance

If you are an experienced Customer Service Team Leader, Customer Service Supervisor, Contact Centre Team Leader, Customer Service Manager or Senior Customer Service Advisor who enjoys developing people and delivering results, we would love to hear from you.