Customer Service Team leader

Capita PLC; West Midlands; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

25 days holiday

Volunteer day

Pension scheme

Life assurance

Cycle to work scheme

Maternity & Shared parental leave

Discounts & wellbeing

Job summary

Capita is recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford. This hybrid, full-time role operates 37.5 hours per week, with hours spanning 8.00 am–8.00 pm on weekdays and some Saturdays.

You’ll be in the office for training and on-site Tuesdays to Thursdays, with occasional travel to Belfast to collaborate with the wider team. The role focuses on coaching a 15-person customer service team, managing escalations, and driving KPI performance to ensure

Qualifications

• Experience leading a customer service or contact centre team.
• Ability to coach and develop a team to deliver excellent customer service.
• Strong focus on meeting KPIs and improving performance.

Responsibilities

• 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.

Skills

Leadership

Coaching

Customer service

KPI management

Job description

We are now recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford!

This is a 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

Customer first, always Fearless innovation Achieve together Everyone is valued

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