Customer Team Lead

UK SBS Ltd; Swindon; On-site; GBP 31,000 - 38,000; Full time

Job summary

UK SBS Ltd in Swindon is recruiting an experienced Customer Services Team Leader to drive a high-performing team delivering customer service through our single front door approach.

The role focuses on managing a busy contact service, achieving SLA targets, and providing timely, effective resolutions to escalated queries while promoting a proactive, inclusive team culture and strong stakeholder collaboration.

Qualifications

• Experience leading a performance-driven team delivering high-quality customer service
• Experience in a high-volume contact/service environment
• Proven ability to use data to drive improvements and advocate best practice

Responsibilities

• Provide team leadership and management to ensure high-quality services to clients
• Monitor and evaluate team performance against SLAs, KPIs and targets
• Handle escalated enquiries and complaints with timely resolutions
• Oversee daily operations, scheduling, workload distribution and prioritisation
• Use KPIs to guide improvements and develop customer service initiatives
• Collaborate with stakeholders to share knowledge and develop solutions
• Promote an inclusive, customer-centric, proactive team culture
• Maintain records for audits and prepare reports for management
• Deputise for Operations Manager when required

Skills

Team leadership

Customer service

Communications

Data MI analysis

Numeracy

Relationship building

Tools

CRM system

Service Now

Oracle ERP

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.