Customer Service Team Leader - Hybrid

Ventrica; Southend-on-Sea; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading customer service provider is seeking a passionate Team Leader to inspire a team of Customer Service Advisors. This hybrid role involves providing expert leadership, ensuring the highest standards of service, and developing your team's skills within a dynamic environment on behalf of Tommee Tippee. Join us to help parents navigate their parenting journeys with excellence.

Qualifications

• Experience managing and leading teams in a customer service environment.
• Excellent leadership skills and ability to coach and develop others.
• Strong interpersonal skills with a focus on communication and negotiation.

Responsibilities

• Lead and mentor a team of Customer Service Advisors.
• Monitor performance to ensure KPIs and quality standards are met.
• Provide coaching and facilitate training to enhance team performance.

Skills

Leadership

Coaching

Conflict management

Negotiation

Adaptability

Time management

Communication

Job description

We have an opportunity for a Team Leader to work within our dynamic team playing a crucial part in maintaining the highest standards of service, providing expert advice and support on behalf of Tommee Tippee.

We’re searching an individual who is passionate about what they do and dedicated to helping parents navigate the ups and downs of parenthood on behalf of our valued client Tommee Tippee.

Join our mission to support our customers on their parenting journey, whoever they are, however they do it, we’re here for them!

Key Accountabilities:

This role requires you to provide excellent and inspirational leadership to a team of Customer Service Advisors who will be receiving calls and dealing with them accordingly.

A key competency for this role is having the ability to increase performance by taking a strong customer focus approach, monitor and support advisors to ensure that all work queues are managed efficiently and all processes are adhered to and make sure that compliance areas and targets are being met or exceeded whilst upholding our client’s core values.

You will be required to facilitate coaching to ensure quality criteria is met by your team. This role requires the monitoring of work carried out by the team, tracking of any trends, reporting to Operations and Client Services to feedback on any issues/resolutions to improve best practice and feed into the continuous improvement of the campaign

What You’ll Be Doing:

• Overall ownership of a team of Customer Service Advisors
• Ensuring coaching, mentoring, training and development targets are met
• Ensuring that team service levels are met or exceeded through effective execution of performance management to include SMART target setting, coaching, mentoring, training, personal development, personal improvement plans and disciplinary action plans
• Design and run motivational incentives on a daily, weekly or monthly basis.
• Provide inspiration to the team through effective leadership, motivation, encouragement, empowerment and pro-activity to achieve targets inclusive of client and internal targets such as absenteeism and attrition
• Ensure effective and consistent communication throughout the team for all briefing items
• Regularly spot check knowledge with tests holding team meetings for team feedback
• Work with HR in managing performance or disciplinary meetings
• Work closely with peers, Client Services and Head of Operations to provide business intelligence to the client on trending information, customer behaviour, and recommendations for improvements on an ongoing basis.
• Work closely with the Quality team to ensure a consistent approach is taken in this area striving to constantly enhance the customer experience and ensure that agents are meeting all targets in this area.
• Ensure training and development plans are appropriate and maintained for all team members
• Conduct ad-hoc training needs analysis within the team and work closely with the on-site Training Manager to ensure that a quarterly training framework is implemented.
• Work closely with the Recruitment Manager, giving feedback and analysis on new advisor intakes to have input into continuously improving successful advisor profiling.
  
  

What You’ll Bring:

Essential

• Experience of working in a customer service environment
• Experience of managing and leading teams
• Experience of developing your team and leading on KPIs
• Experience of working in a contact centre environment
• Excellent leadership skills, adept at coaching and developing others
• A diverse skill set which includes (but not limited to):
• Conflict management
• Negotiation and influencing
• Adaptability
• Delegation and time management
• Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
• Able to build relationships across functions internally and externally whilst being able to remain calm under pressure
• Exceptional communication and interpersonal skills (both written and verbal).
• Communicate and negotiate persuasively with the ability to influence others assertively and build rapport, build understanding and trust
• Able to drive own results and explore new ways of working to help continuous growth
• Ability to change course quickly, adapt to new challenges, and deal with competing priorities.
• Ability to multi-task, prioritise assignments, and work independently
• Has the right to work legally in the UK
• Have a real enthusiasm about joining the Ventrica family and developing your career with us
  
  

Desirable

• An understanding of the client industry sector
  
  

Working Hours:

• Full time - 40 hours per week, shifts between 7am-6pm Monday-Friday (evenings and weekends maybe required in future)
  
  

Location:

• This is a hybrid role. You will be based full-time in our Southend-on-Sea office during your probation period. Upon successful completion, your working pattern will shift to three days in the office and two days working from home each week.
  
  

Who are Tommee Tippee?

For 60 years Tommee Tippee has been designing products that enhance parents’ intuitive abilities and makes the process of caring for their babies easier, simpler, more intuitive and enjoyable for parents.

Becoming a parent is a life-changing, life-enhancing experience. Join us and help more parents on their journey as we work towards our vision of becoming the world’s number one parent-care company

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.