Customer Service Team Leader – Inspire Excellence

Lyreco UK Limited; Telford; Vor Ort; GBP 32.000 - 52.000; Vollzeit

Benefits dieser Stelle

31 days holiday incl. BH

Pension & Life Assurance

Cycle to Work Scheme

Retail vouchers

Eye care vouchers

Volunteering days

Career development programme

Referral scheme

Long service awards

Career break after 3 yrs

Sports & Social Club

Zusammenfassung

Lyreco in Telford is seeking a Customer Service Team Leader to oversee a busy WISE Customer Care Team. The role focuses on coaching 10–15 advisers and driving service quality, productivity and customer satisfaction in a fast-paced environment.

You will use performance data to identify improvements, coach staff, and ensure interactions reflect professionalism, empathy and Lyreco standards. This is a key leadership position with opportunities for career development.

Qualifikationen

• Experience leading a customer-facing team of 10–15 people to meet objectives.
• Confident communicator who engages with customers and colleagues.
• Passion for exceptional customer experiences and inspiring others.
• Experience using performance data and insights to drive action.
• Proactive with a continuous improvement mindset.
• Ability to manage a fast-paced workload with quality.

Aufgaben

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team.
• Monitor performance, provide regular feedback, and support achievement of service targets.
• Champion customer satisfaction and loyalty by professional, empathetic interactions.
• Act as the voice of the customer to influence improvements across the business.
• Inspire and motivate the team to thrive in a busy environment with calls, emails and live chat.
• Identify coaching opportunities and help team members grow skills and confidence.
• Use data and metrics to drive results and enhance customer outcomes and engagement.
• Foster a positive, collaborative culture where staff feel valued and empowered.

Kenntnisse

Team leadership

Coaching

Communication

Customer service

Performance data

Continuous improvement

Collaboration

Fast-paced environment

Jobbeschreibung

Lyreco in Telford is seeking a Customer Service Team Leader to oversee a busy WISE Customer Care Team. The role focuses on coaching 10–15 advisers and driving service quality, productivity and customer satisfaction in a fast-paced environment.

You will use performance data to identify improvements, coach staff, and ensure interactions reflect professionalism, empathy and Lyreco standards. This is a key leadership position with opportunities for career development.