Customer Service - Team Leader

Brook Street NMR; Watford; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Une opportunité passionnante pour un Senior Customer Service Manager au sein d'une organisation innovante au Royaume-Uni. Le rôle consiste à diriger la fonction de service client et à assurer la résolution efficace des plaintes tout en développant une culture axée sur le client. En tant que leader, vous encouragerez l'excellence opérationnelle et l'amélioration continue, tout en soutenant une équipe dynamique dans un environnement hybride. Rejoignez-nous pour façonner une expérience client engageante et impactante.

Benefits

26 jours de congés annuels + jours fériés

Incentives divers

Qualifications

• Expérience en gestion de service client dans un environnement réglementé.
• Compétences avérées en résolution de plaintes et en coaching d'équipe.

Responsibilities

• Soutenir le Senior Customer Service Manager dans les fonctions de service client.
• Agir comme point d'escalade pour des cas complexes.
• Coacher une équipe performante pour dépasser les KPI et SLA.

Skills

Gestion de service client

Communication

Résolution de problèmes

Coaching

Leadership

Job description

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Location: Watford, hybrid, 26 days annual leave + bank holidays, with many incentives.

Our client is part of a leading international group with a strong presence across Europe, have recently been awarded, high-profile UK service, launching a once-in-a-generation transformation.

This isn't just business - it's about building something that truly benefits communities across the UK. Every interaction contributes to a bigger purpose, and our client is committed to delivering a more impactful, inclusive, and responsible experience for all.

With cutting-edge technology, a deep focus on player and partner protection, and a values-led culture, they are building one of the UK's most forward-thinking and inclusive organisations.

What You'll Be Doing

• Supporting the Senior Customer Service Manager in leading the written customer service function across complaints, email, and letters.
• Acting as a key escalation point for complex cases involving players and partners.
• Investigating complaints within a regulated environment, using sound judgment to deliver timely, empathetic resolutions.
• Identifying risks and opportunities for service improvement and escalating as needed.
• Coaching and developing a high-performing team to exceed KPIs and SLAs.
• Sharing insights with internal teams to drive improvements and a customer-first culture.
• Managing all people leadership tasks including performance reviews, development plans, and compliance with HR and safety processes.
• Representing our client's values and mission with professionalism and integrity in all communications.

Success Looks Like

• A confident, motivated team delivering outstanding customer support.
• Clear, fair resolution of complaints with attention to compliance and empathy.
• Well-managed risks and continuous service improvements.
• Strong cross-team relationships and impactful internal feedback loops.
• A culture of accountability, learning, and excellence.

Apply now

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.