Customer Service Team Leader: Coach, Optimize KPIs & CX

Fibrus Networks Ltd; Belfast City District; On-site; GBP 32,000 - 42,000; Full time

Job summary

Fibrus Networks Ltd invites applications for a Customer Service Team Leader to guide a team of Customer Service Advisors toward exceptional service. You will oversee daily activities, monitor performance, and coach colleagues to meet KPIs, service levels and quality standards across voice, email, web chat, and social channels.

You will collaborate with the Customer Service Operations Manager and other Team Leaders to foster an inclusive culture, address escalations, and drive continuous

Qualifications

• Experience leading a contact centre or customer service team.
• Proven ability to meet KPIs and SLAs.
• Strong coaching and feedback skills.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead, motivate and support a team of Customer Service Advisors to achieve KPIs, service levels and quality targets.
• Monitor daily team performance using MI to identify gaps and ensure targets are met.
• Conduct regular 1:1s and coaching to improve individual performance and confidence.
• Identify training needs and share best practices to build skills across the team.
• Take ownership of customer escalations and resolve issues within agreed timescales.
• Assist Advisors with queries and process guidance across systems and policies.
• Work with CX Team to monitor interaction quality across channels.
• Identify opportunities to improve processes and customer journeys for continuous improvement.
• Support roll-out of new processes and systems and ensure adoption by the team.
• Ensure adherence to company policies, procedures and regulatory requirements.

Skills

Team leadership

Customer service

Coaching

KPI focus

Multi-channel

Communication

Problem solving

Process improvement

Stakeholder comms

Job description

Fibrus Networks Ltd invites applications for a Customer Service Team Leader to guide a team of Customer Service Advisors toward exceptional service. You will oversee daily activities, monitor performance, and coach colleagues to meet KPIs, service levels and quality standards across voice, email, web chat, and social channels.

You will collaborate with the Customer Service Operations Manager and other Team Leaders to foster an inclusive culture, address escalations, and drive continuous