Customer Services Team Leader

Recruitment Direct; Ludlow; In loco; GBP 32.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

Life assurance

5% matched pension

Medical cash plan

Cycle to work scheme

23 days annual leave + bank holidays

Descrizione del lavoro

Recruitment Direct is seeking an experienced Customer Services Team Leader for a full-time, permanent role in South Shropshire. You will lead a team of 10–15 colleagues, drive performance to meet SLAs, and foster a positive, customer-focused culture.

You will coach and develop staff, oversee workloads and training, and work with quality teams to continuously improve processes while maintaining high service standards. This role is office-based, with 37.5 hours per week and competitive benefits.

Competenze

• Leadership experience within a customer service environment.
• Experience of managing and developing a team of 10+.
• Proven administration skills in an office environment.
• Sound awareness of business practices.
• Experience of complaints handling and customer care (desirable).
• Demonstrates ownership and plan-time effectively to deliver results.
• Able to use standard Microsoft packages.
• Patient and capable of encouraging, motivating and supporting team members.

Mansioni

• Manage a team of 10-15 customer service colleagues.
• Monitor daily performance against SLAs and KPIs; ensure targets met.
• Identify risks and implement corrective actions with the Service Performance Lead.
• Handle enquiries, complaints and escalations promptly; foster a customer-focused culture.
• Manage workloads, leave, training and absence to meet demand; support continuity.
• Collaborate with Quality & Development Officer to improve processes and reporting.
• Set clear performance expectations; conduct regular reviews and coaching.
• Identify training needs and deliver ongoing training and development across the team.

Conoscenze

Leadership

Team development

Time management

Customer care

Complaint handling

Microsoft packages

Strumenti

MS Office

CRM software

Scheduling tools

Descrizione del lavoro

We are seeking an experienced Customer Services Team Leader to join our South Shropshire client on a full time and permanent basis. The successful candidate will lead and manage a team of customer service colleagues, whilst supporting overall business and quality objectives.

Just as importantly, you'll be a supportive, hands-on leader who brings out the best in people. You'll set clear expectations, develop your team through regular training and feedback, and build a positive, customer-focused culture where good work is recognised, and everyone keeps learning. You will lead by example, enjoy developing others and take pride in delivering excellent customer service.

What you can expect:

• Salary: competitive, depending on experience
• 37.5 hours per week, Monday to Friday, 9am - 5:30pm (1 hr for lunch)
• Permanent, full office based, 5 days per week
• 23 days annual leave plus bank holidays
• Life assurance
• 5% matched pension
• Additional benefits e.g. medical cash plan and cycle to work scheme
• Subject to enhanced employment checks including financial probity, basic DBS and 5-year employment references

What you will be doing:

• Manage a team of 10-15 customer service colleagues
• Monitor and manage daily performance against customer SLAs and KPIs, making sure response, turnaround, call handling and resolution targets are consistently met
• Identify risks to service delivery early, track trends and root causes with the Service Performance Lead, and ______ issues and put corrective actions in place
• Make sure customer enquiries, complaints and escalations are handled promptly and professionally, and build a customer-focused culture with positive and respectful customer relationships
• Manage workloads, staffing, leave, training and absence so customer demand is met, and support business continuity plans during busy periods
• Work with the Quality & Development Officer to design and document team processes and procedures, using management information to drive operational improvements
• Set clear performance expectations and monitor individual and team productivity through regular one-to-ones and performance reviews
• Recognise high performance and address underperformance through coaching, development plans and feedback from audits and work assessments
• Identify training needs and deliver ongoing training and coaching, encouraging teamwork, continuous learning and professional growth across the team and wider business
• Carry out HR activities in line with company guidelines, lead by example, and keep your own management skills and CPD up to date
• Be proactively responsible for staff motivation
• Responsible for performance management and motivation of team

This is not an exhaustive job description, and additional duties may be required.

What we are looking for:

• Leadership experience within a customer service environment
• Experience of managing and developing a team of 10+
• Proven experience of administration skills in an office environment
• Sound awareness of business practices
• Experience of complaints handling and customer care, desirable
• Demonstrates ownership and the ability to plan time effectively to deliver results
• Able to use standard Microsoft packages
• Patient and capable of encouraging, motivating and supporting team members

Recruitment Direct Leominster are an equal opportunities employer and working as an employment agency in relation to this vacancy. You must be able to provide proof of your eligibility to work in the UK to apply for this role.