Customer Service Team Leader | Hybrid (Birmingham)

Teleperformance; Birmingham; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand

Critical Illness

Cycle to Work

Eyecare voucher

Holiday Scheme

Length of Service Awards

Workplace Pension

Inspire Awards

Refer-A-Friend

Wellbeing Webinars

Employee Experience Progress

Job summary

Teleperformance in Birmingham is seeking a Team Leader to manage a UK banking client’s Customer Service Agents. You will coach, develop and mentor the team, drive performance against qualitative and quantitative targets, and ensure compliance with client rules.

The role is hybrid in Birmingham, with 40 hours per week. You will build a focused, engaging culture to maximise potential, manage absence and 1:1s, and contribute to improving customer satisfaction and NPS.

Qualifications

• Proven experience leading and coaching a customer service team.
• Track record of delivering against KPIs such as NPS, AHT and quality targets.
• Experience in financial services or banking sectors is preferred.

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents to meet targets.
• Maintain compliance with client rules and procedures.
• Foster a motivated, high-performance culture and positive team environment.

Skills

People management

Coaching

KPI management

Team leadership

Job description

Teleperformance in Birmingham is seeking a Team Leader to manage a UK banking client’s Customer Service Agents. You will coach, develop and mentor the team, drive performance against qualitative and quantitative targets, and ensure compliance with client rules.

The role is hybrid in Birmingham, with 40 hours per week. You will build a focused, engaging culture to maximise potential, manage absence and 1:1s, and contribute to improving customer satisfaction and NPS.