Customer Support Team Leader (Exeter)

Seetec Business Technology Centre; Exeter; On-site; GBP 29,000 - 33,000; Full time

Job summary

A leading provider of employability services is seeking a Customer Support Team Leader in Exeter. This role involves overseeing a team of Advisors, ensuring high service standards and effective communication. The ideal candidate will possess strong leadership skills and experience in a busy call center environment. Full training is provided, making this an excellent opportunity for motivated individuals.

Benefits

25 days annual leave plus bank holidays

Pension

Healthcare

Qualifications

• Experience as a Team Leader/Coach in a contact center.
• Strong leadership and communication skills.
• Experience in a demand-led high service environment.

Responsibilities

• Lead and motivate a team of Advisors.
• Conduct huddle meetings and one-to-one coaching sessions.
• Ensure adherence to work schedules.
• Handle escalated calls and customer queries.

Skills

Leadership

Communication

Coaching

Motivation

Job description

Job Role

We're looking for a Customer Support Team Leader to join our Customer Support Team! As a Team Leader, you'll oversee a team of Customer Service Advisors managing inbound and outbound communications via voice, text, email, and web-based live chat. Your role includes monitoring Service Level Agreements, Customer Service Standards, and KPIs, taking corrective actions when necessary.

Our ideal candidate is a motivator with excellent mentoring skills who can coach and inspire their team. Experience in managing in a busy call center environment, strong communication skills, and the ability to think quickly are essential. Full training will be provided, so prior employability experience is not required.

This role is part of our Restart Scheme, supporting unemployed individuals back to work. We offer a competitive salary of £29,858 to £32,585 per annum (depending on experience), along with benefits such as 25 days annual leave plus bank holidays, pension, healthcare, and more.

Key Responsibilities

• Lead and motivate a team of Advisors
• Conduct huddle meetings and one-to-one coaching sessions
• Ensure adherence to work schedules
• Handle escalated calls and customer queries

Skills and Experience

• Experience as a Team Leader/Coach in a contact center
• Strong leadership and communication skills
• Experience in a demand-led high service environment
• People development and coaching skills

Additional Information

Seetec is a leading provider of employability and health services, supporting thousands into employment annually. We support the UK's economic recovery through schemes like 'Restart'. We are committed to safeguarding and promoting the welfare of vulnerable groups and are an equal opportunities employer.

Location: Exeter (office-based)
Hours: 37 hours/week, Monday-Thursday 8:30 am - 5:00 pm, Friday 8:30 am - 4:30 pm
Closing Date: 4 June 2025