Customer Service Team Leader: Coaching, Escalations & KPI Growth

Brite Recruitment Ltd; Bristol; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

A recruitment agency is looking for a Customer Service Team Leader in Bristol to lead a team of Customer Service Advisors. This permanent, full-time role involves managing performance, handling escalations, and promoting continuous improvement within the team. Ideal candidates will have experience in utilities or financial services, excellent communication skills, and a proven track record in team leadership. Hybrid working is offered, allowing for flexibility in the work environment.

Qualifications

• Strong experience leading a customer contact team in Utilities, Financial Services or Banking.
• Thorough understanding of FCA regulatory frameworks.
• Proven ability to handle escalations and high-profile cases.

Responsibilities

• Lead the Customer Service Advisors team with regular performance reviews.
• Act as the escalation point for complex customer cases.
• Monitor team performance against service level KPIs.

Skills

Leadership

Excellent communication skills

Coaching

Stakeholder management

Data interpretation

Job description

A recruitment agency is looking for a Customer Service Team Leader in Bristol to lead a team of Customer Service Advisors. This permanent, full-time role involves managing performance, handling escalations, and promoting continuous improvement within the team. Ideal candidates will have experience in utilities or financial services, excellent communication skills, and a proven track record in team leadership. Hybrid working is offered, allowing for flexibility in the work environment.