Customer Service Team Leader

END.; Washington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A retail company in the United Kingdom is looking for a Customer Service Team Leader to oversee the workflow of their CS Advisor team. Key responsibilities include managing performance development, addressing customer escalations, and collaborating with management to improve overall customer success. The ideal candidate will possess strong management skills, a friendly attitude, and the ability to create a motivating team environment with a passion for colleague engagement.

Benefits

29 days holiday

Company pension scheme

Generous staff discount

Employee Assistance Programme

Opportunities for professional development

Free onsite parking

Qualifications

• Strong management skills and a 'Can-Do' attitude in a customer-focused environment.
• Experience managing escalations and resolving issues satisfactorily.
• Ability to conduct meetings and workshops with excellent communication.

Responsibilities

• Oversee workflow and manage performance of the CS Advisor team.
• Support team development, conduct 121s, and ensure employee satisfaction.
• Collaborate with management to enhance customer success in the CS department.

Skills

Management skills

Customer focus

Communication skills

Organisational skills

PC literacy

Problem solving

Approachability

Job description

What you’ll be doing

Key responsibilities

• Oversee the workflow for the CS Advisor team; this will include managing the contact volumes received, the team’s workload, own daily tasks and personal development targets.
• Take on a sub-team of advisors to directly manage their performance development; monitoring quality of work, celebrating success, delivering tailored training programmes and continually support the advisor development journey with END.
• Leading by example and acting as a Quality Standards Ambassador, ensuring we provide the best possible Customer Experience, within our contractual SLAs.
• Assist and coach the team in investigating and resolving complex queries and support with any Customer Escalations.
• Communicate effectively with other Team Leaders / CS Management to collaboratively improve customer success, and support the evolution of the CS department.
• Hold regular 121s with team members to ensure employees are hitting their targets, supporting development where necessary and ensuring employee satisfaction is at the heart of what we do
• Supporting with interviews and offering a streamline Onboarding and Training programme for any New Recruits.
• Support the Customer Service Manager and Assistant Manager with additional tasks when needed, and support our People Team with processes including Return to Work interviews and Absence Management Meetings.
• Constantly reviewing and Improving our Internal Processes to ensure we are able to offer effective and efficient resolutions. Collaborating with fellow Internal Stakeholders to ensure this is achieved.
• Being a Wellbeing Champion and ensuring our Team feel safe and supported within the workplace. Orchestrating regular Open Door feedback sessions and communicating any action points to wider management.
• Creating a motivating working environment for the team.
• Recognise the diversity of the team and the complexity of the CS Advisor role. Lead and motivate the team with a positive, can-do attitude and drive a departmental Culture which sits in line with the company Values

What you’ll be able to demonstrate :

Skills and experience

• Strong management skills and a 'Can-Do' attitude, with previous success in a fast paced, Customer Focused environment
• Confident in handling customer escalations, manage difficult conversations and take ownership of issues until a suitable resolution is achieved.
• Ability to conduct both 121 meetings and team workshops through excellent communication, planning and organisational skills.
• Good understanding of how the team integrates and collaborates with other teams to achieve the overall objectives of the department.
• A suitable degree of PC literacy, especially within Microsoft Office programmes.
• Ability to work autonomy on own initiative while remaining an Integral member of the team.
• Excellent organisational & time management abilities with a dynamic approach to problem solving
• Friendly, Kind and Approachable. Be passionate about colleague engagement, creating a culture that strives for excellence.

What we can offer you

• 29 days holiday (including bank holidays and your birthday)
• Company pension scheme
• Generous staff discount
• Access to Employee Assistance Programme
• Opportunities for professional development and career progression
• Free Onsite parking

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.