Digital Customer Service Team Leader

Robert Walters UK; Manchester; On-site; GBP 28,000; Full time

Job summary

An exciting opportunity has arisen for a Customer Service Team Leader in a dynamic and fast-paced environment. This role involves overseeing the quality of service delivered to customers and colleagues, while actively supporting team development. Ideal for someone who thrives in a demanding role and is committed to delivering exceptional customer experiences. Join a company that values both its customers and employees, offering an environment for professional and personal growth. If you're ready to lead a dedicated team and make a significant impact, this is the perfect opportunity for you.

Benefits

Unlock bonuses to boost your income

Monthly pension contributions

Enhanced Maternity & Paternity Pay

Refer a Friend program rewards

Death-in-service benefit

Discounts and cashback from top retailers

Access to virtual GP services

Counselling and self-help resources

Qualifications

• Proven experience in creating and managing customer service teams.
• Ability to work in a fast-paced environment and learn new things.

Responsibilities

• Manage quality and performance against agreed frameworks and SLAs.
• Deliver engaging coaching and feedback sessions to the team.

Skills

Customer Service Management

Team Leadership

Performance Management

Coaching Skills

Problem Solving

Education

Experience in Customer Service

Management Background

Job description

DIGITAL CUSTOMER SERVICE TEAM LEADER

Salary: £27,872
Location: Warrington - fully office-based role
Hours: Any 5 days in a week, 8-hour shifts (40hr). Weekend work and late-night working (up until 9pm) will be required on a rotational basis.
Contract: Permanent, ASAP start

An exciting opportunity has arisen for a Customer Service Team Leader in Warrington. This role involves working in a fast-paced environment, overseeing the quality of service delivered to both customers and colleagues across the business. The successful candidate will actively support team development, encouraging growth in skills and knowledge. Ideal for someone who thrives in a demanding role while maintaining a focus on delivering exceptional customer experiences.

• Competitive salary of £27,872
• Opportunity to work in a dynamic, fast-paced environment
• Chance to lead and develop a dedicated customer service team

What you'll do:

• Manage quality and performance against agreed frameworks and SLAs
• Have full knowledge of your own and wider business KPI's, with the ability to report against them
• Effectively manage absence in line with company policies
• Resolve all customer account queries efficiently and in a timely manner
• Support frontline teams where complaint escalations are necessary
• Deliver engaging coaching and feedback sessions to team, agreeing defined actions where opportunities for improvement are identified
• Create a team environment that promotes development and idea generation

What you bring:

• Proven experience in creating and managing customer service teams
• Positive approach to learning new things
• Background in management
• Curiosity about the industry
• Ability to work in a fast-paced environment

What sets this company apart:

Our client is committed not only to their customers but also to their employees, providing an environment where people can learn, develop and grow both professionally and personally. They offer extensive product options, ensuring every customer can find something they enjoy. Their dedication extends to their Customer Service Teams who are passionate about delivering great service and constantly improving everything they do.

• Extra Rewards: Unlock bonuses to boost your income.
• Future Security: Build savings with monthly pension contributions.
• Family Support: Enhanced Maternity & Paternity Pay for life’s big moments.
• Refer & Earn: Get rewarded through our 'Refer a Friend' program.
• Peace of Mind: Death-in-service benefit for financial security.
• Smart Savings: Enjoy discounts and cashback from top retailers.
• 24/7 Healthcare: Access virtual GP services anytime for you and your family.
• Mental Wellbeing: Get support through counselling and self-help resources.

About the job

Contract Type: Permanent
Specialism: Business Support
Focus: Customer Service
Industry: Call Centre and Customer Service
Salary: Up to £27,872 per annum + free parking, flexible shift pattern