Customer Team Lead

UKRI; Swindon; On-site; GBP 31,000 - 38,000; Full time

Job summary

UKSBS, based in Swindon, is seeking a Customer Service Team Leader to drive high-quality service delivery through effective team leadership and performance management. The role focuses on SLA achievement, issue resolution, and continuous improvement of customer service processes.

The successful candidate will oversee daily operations, use KPIs to guide improvements, and liaise with internal stakeholders to deliver a proactive, customer-centric service. Interviews start after the closing date.

Qualifications

• Demonstrable experience of pro-actively managing a performance driven team to achieve SLAs consistently.
• Experience of working in a high-volume contact service environment.
• Proven working knowledge of CRM or equivalent systems.
• Focused and driven to achieve success with the ability to lead and motivate others.
• Excellent written and verbal communication skills with ability to build relationships with internal and external contacts.

Responsibilities

• Provide team leadership and management to the customer service and IT team, to ensure the delivery of high-quality services to our clients
• Monitor and evaluate team performance to ensure achievement of SLA’s, KPI’s and other service delivery targets
• Handle escalated customer enquiries and complaints, providing timely and effective resolutions
• Oversee daily operations, including scheduling, workload distribution, and task prioritisation
• Use key KPI’s to guide areas of improvement through the creation of new customer service initiatives
• Work collaboratively with other operational managers, stakeholders, and colleagues to share knowledge and best practice and develop solutions to improve service delivery
• Promote an inclusive, customer centric and proactive team-based culture which identifies, communicates, and addresses customer needs
• Maintain accurate records and documentation of team performance for compliance of any audits
• Prepare reports and presentations for management as required
• Deputise for the Operations Manager and your team when required

Job description

Customer Service Team Leader
Band D: £34,101
Swindon

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

We now have an exciting opening for an experienced Customer Services Team Leader to join the team. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our ‘single front door’ and appropriate triage

Duties will include, but not be limited to the following:

• Provide team leadership and management to the customer service and IT team, to ensure the delivery of high-quality services to our clients
• Monitor and evaluate team performance to ensure achievement of SLA’s, KPI’s and other service delivery targets
• Handle escalated customer enquiries and complaints, providing timely and effective resolutions
• Oversee daily operations, including scheduling, workload distribution, and task prioritisation
• Use key KPI’s to guide areas of improvement through the creation of new customer service initiatives
• Work collaboratively with other operational managers, stakeholders, and colleagues to share knowledge and best practice and develop solutions to improve service delivery
• Promote an inclusive, customer centric and proactive team-based culture which identifies, communicates, and addresses customer needs
• Maintain accurate records and documentation of team performance for compliance of any audits
• Prepare reports and presentations for management as required
• Deputise for the Operations Manager and your team when required

To do this role well you will need:

• Demonstrable experience of pro-actively managing a performance driven team to achieve individual and service delivery SLAs consistently
• Experience of working in a high-volume contact service environment
• Proven working knowledge of CRM or equivalent systems
• Focussed and driven to achieve success with the ability to confidently lead and motivate others.
• Excellent communication skills, both written and verbally, with the aptitude to build relationships with internal and external contacts and stakeholders
• Strong customer service skills with a solution outcome focus to support strategic direction
• Strong numeracy and analytical skills with the ability to interpret data and present MI
• Knowledge of Service Now, Oracle or equivalent ERP systems would be highly advantageous

Closing date for applications is Mon 5th October, with interviews taking place week commencing 12th October.

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

We look forward to hearing from you.