Customer Service Team Leader: Lead & Develop 10–15 Agents

Lyreco UK; Telford; Vor Ort; GBP 28.000 - 36.000; Vollzeit

Benefits dieser Stelle

31 days holiday

Pension & Life Assurance

Cycle to Work Scheme

Volunteering days

Grow Our Own Talent Programme

Referral Scheme

Long Service Awards

Career break after 3 yrs

Sports & Social Club

Zusammenfassung

Lyreco UK in Telford is seeking a Customer Service Team Leader to join our Head Office on a 12-month maternity cover contract. You will lead a 10-15 strong customer care team, coach, and develop staff to deliver outstanding service across calls, emails and live chat.

You will monitor performance, use data to drive improvements, and champion customer satisfaction while upholding Lyreco's standards. This role requires a proactive leader who can foster a collaborative, high-performing environment

Qualifikationen

• Experience leading a customer-facing team of 10-15 people.
• Strong communication skills and ability to coach others.
• Data-driven with a focus on service quality and productivity.

Aufgaben

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team, creating a high-performance culture focused on delivering an outstanding customer experience.
• Monitor performance, provide regular feedback, and support colleagues to achieve service, quality and productivity targets.
• Champion customer satisfaction and loyalty by ensuring every interaction is handled professionally, empathetically and in line with Group best practice and WISE standards.
• Influence decision-making using customer feedback and trends to shape continuous improvements across the business.
• Inspire and motivate the team to handle high volumes of customer interactions across calls, emails and live chat.
• Identify coaching opportunities and support team members to grow their skills and confidence.

Kenntnisse

Team Leadership

Coaching

Customer Service

Communication

Jobbeschreibung

Lyreco UK in Telford is seeking a Customer Service Team Leader to join our Head Office on a 12-month maternity cover contract. You will lead a 10-15 strong customer care team, coach, and develop staff to deliver outstanding service across calls, emails and live chat.

You will monitor performance, use data to drive improvements, and champion customer satisfaction while upholding Lyreco's standards. This role requires a proactive leader who can foster a collaborative, high-performing environment