Customer Service Team Leader-3

Lyreco UK; Telford; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

31 days holiday

Pension & Life Assurance

Cycle to Work Scheme

Volunteering days

Grow Our Own Talent Programme

Referral Scheme

Long Service Awards

Career break after 3 yrs

Sports & Social Club

Job summary

Lyreco UK in Telford is seeking a Customer Service Team Leader to join our Head Office on a 12-month maternity cover contract. You will lead a 10-15 strong customer care team, coach, and develop staff to deliver outstanding service across calls, emails and live chat.

You will monitor performance, use data to drive improvements, and champion customer satisfaction while upholding Lyreco's standards. This role requires a proactive leader who can foster a collaborative, high-performing environment

Qualifications

• Experience leading a customer-facing team of 10-15 people.
• Strong communication skills and ability to coach others.
• Data-driven with a focus on service quality and productivity.

Responsibilities

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team, creating a high-performance culture focused on delivering an outstanding customer experience.
• Monitor performance, provide regular feedback, and support colleagues to achieve service, quality and productivity targets.
• Champion customer satisfaction and loyalty by ensuring every interaction is handled professionally, empathetically and in line with Group best practice and WISE standards.
• Influence decision-making using customer feedback and trends to shape continuous improvements across the business.
• Inspire and motivate the team to handle high volumes of customer interactions across calls, emails and live chat.
• Identify coaching opportunities and support team members to grow their skills and confidence.

Skills

Team Leadership

Coaching

Customer Service

Communication

Job description

Customer Service Team Leader

Location: Telford

Hours: Monday - Friday 9am - 5:30pm

Contract: 12 Month Maternity Cover

Ready to create something great?

At Lyreco, we're about empowering people to create great - and we're looking for a Customer Team Leader to join our Head Office in Telford.

As a Customer Service Team Leader your responsibilities will be:

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team, creating a high-performance culture focused on delivering an outstanding customer experience.
• Drive the day-to-day success of the team by monitoring performance, providing regular feedback, and supporting colleagues to achieve service, quality and productivity targets.
• Champion customer satisfaction and loyalty by ensuring every interaction is handled with professionalism, empathy and expertise, following Group best practice and WISE standards.
• Act as the voice of the customer, using customer feedback, insights and trends to influence decision-making and help shape continuous improvements across the business.
• Inspire and motivate your team to thrive in a fast-paced environment, successfully managing high volumes of customer interactions across calls, emails and live chat.
• Identify coaching and development opportunities, supporting team members to grow their skills, build confidence and achieve their full potential.
• Use data and performance metrics to drive results, recognise success, and implement actions that improve both customer outcomes and team engagement.
• Foster a positive, collaborative team culture where colleagues feel valued, supported and empowered to deliver their best every day.

As a Customer Service Team Leader you will have:

• Proven experience leading, coaching and motivating a customer-facing team of 10-15 people to achieve business and customer service objectives.
• Confident communicator who can work effectively with customers, colleagues, and team members.
• A passion for creating exceptional customer experiences and inspiring others to do the same.
• Experience using performance data and customer insights to identify opportunities for improvement and drive meaningful action.
• A proactive mindset with a continuous improvement focus, always looking for ways to enhance the customer journey and team performance.
• Ability to handle a fast-paced workload, whilst maintaining a high standard of quality.
• Ability to work as part of a team and achieve common goals through personal contribution.

What you'll get

Alongside a competitive salary, you'll receive:

• 31 days holiday, inclusive of bank holidays.
• Pension & Life Assurance Scheme.
• Opportunity to participate in the Cycle to Work Scheme, access retail vouchers and eye care vouchers.
• 2 fully paid community volunteering days each year.
• Grow Our Own Talent Programme - promoting internal career development.
• Referral Scheme.
• Long Service Awards - to celebrate your career milestones.
• Opportunity for career break - after 3 yrs of service
• Sports & Social Club - access to discounted trips and excursions.

Company Values: Passion, Respect, Agility, Excellence.

Create great with us

At Lyreco, Empowering people to create great is more than our EVP. We want our people to have the opportunity to contribute, develop, share ideas and make an impact.

As a diverse and forward-thinking employer, we embed the principles of equality, diversity, and inclusion into everything we do. That includes our staff, customers, suppliers, and our local community. We're committed to the wellbeing of all our staff and to the sustainability of our environment.

Lyreco prides itself on being an inclusive employer. We value and celebrate equality in opportunities, and we welcome applications from people who reflect the diversity of our communities.