Customer Service Team Leader: Lead, Coach & Performance

Jonathan Lee; Telford; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Bonus

Job summary

Jonathan Lee in Telford is seeking an experienced Customer Service Team Leader to coach, develop and drive high performance in a busy contact centre. You will lead from the front, set targets, monitor KPIs and mentor two team members to deliver outstanding service and business growth.

The role is office-based, Monday to Friday, 37.5 hours, with a £28,000 salary and a performance bonus. Probationary period applies and progression opportunities exist within the leadership team.

Qualifications

• Proven team leadership experience in customer service or contact centre.
• Experience managing KPIs and performance targets.
• Strong coaching, mentoring and motivation skills.
• Excellent customer service and communication skills.
• Experience working in regulated or compliance-focused environment would be beneficial.

Responsibilities

• Managing and motivating a customer service team of 2 to achieve individual and team targets
• Conducting regular KPI reviews and performance meetings
• Monitoring daily performance and providing constructive feedback
• Coaching and mentoring team members to improve performance
• Supporting training and development across the team
• Setting clear expectations and performance objectives
• Monitoring productivity, call volumes and team activity
• Identifying opportunities to improve processes and customer service
• Managing workloads and prioritising tasks across the team
• Supporting colleagues with customer queries and more complex situations
• Dealing with performance and people related issues professionally
• Working closely with senior management to report on team performance
• Identifying potential business improvements and supporting change

Skills

Team leadership

KPI management

Coaching & mentoring

Customer service

Communication skills

Time management

Job description

Jonathan Lee in Telford is seeking an experienced Customer Service Team Leader to coach, develop and drive high performance in a busy contact centre. You will lead from the front, set targets, monitor KPIs and mentor two team members to deliver outstanding service and business growth.

The role is office-based, Monday to Friday, 37.5 hours, with a £28,000 salary and a performance bonus. Probationary period applies and progression opportunities exist within the leadership team.