Data-Driven Customer Support Team Lead

Sopra Steria; Sheffield; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading customer service organization in Sheffield is seeking a Customer Support Team Leader to manage a squad and ensure service excellence. You will be responsible for line management duties, enhancing team performance, and collaborating across teams. Ideal candidates should possess strong communication and leadership skills, along with experience in managing escalations and statistical analysis. This role requires full-time commitment working hybrid, with 2 office days per week and offers an exciting benefits package.

Qualifications

• Experience in managing conflict escalations and disputes.
• Ability to produce various level statistical reporting and management overview data.
• Experience in building a cross-skilled and engaged team.

Responsibilities

• Day to day line management of direct reports.
• Statistical analysis of SLA achievement for all customers.
• Build and manage a service improvement plan.

Skills

Line Management and/or mentoring skills

Stakeholder management skills

Excellent communication skills

Ability to prioritise goals

Customer service and continuous improvement skills

Job description

A leading customer service organization in Sheffield is seeking a Customer Support Team Leader to manage a squad and ensure service excellence. You will be responsible for line management duties, enhancing team performance, and collaborating across teams. Ideal candidates should possess strong communication and leadership skills, along with experience in managing escalations and statistical analysis. This role requires full-time commitment working hybrid, with 2 office days per week and offers an exciting benefits package.