Hybrid Customer Service Leader | Coach & CX Champion

Leep Utilities; Stretford; Hybrid; GBP 30,000 - 37,000; Full time

Benefits offered by this job

25 days holiday

Birthday day off

Annual discretionary bonus

Company pension

Health cash plan

Holiday buy scheme

Team events throughout the year

Professional memberships

Job summary

Leep Utilities is seeking a Customer Service Leader to guide a team of Customer Service Specialists across Manchester in a hybrid setup. You will drive exceptional customer experiences, ensure regulatory compliance and performance against targets, and partner with the Water Customer Operations leadership to implement improvements.

You will coach, schedule, and develop your team, while collaborating with the Continuous Improvement group to identify pain points and increase customer satisfaction.

Qualifications

• Experience leading customer service teams in fast-paced environments.
• Ability to coach and develop staff to improve performance.
• Strong communication skills with stakeholders and customers.

Responsibilities

• Understand and deliver against objectives and targets, delivering amazing customer experiences.
• Create and manage schedules to meet SLA deadlines and provide live floor support.
• Lead multi-skilled teams to improve knowledge, compliance and efficiency.
• Deliver coaching and training to bridge gaps and develop a motivated culture.
• Manage attendance, conduct and performance, and apply people policies as needed.
• Support talent recruitment and onboarding to strengthen the team.
• Drive improvements through data and continuous improvement initiatives.

Skills

Customer service leadership

Stakeholder management

Coaching & training

Data analysis

Communication excellence

Tools

CRM systems

MS Office

Job description

Leep Utilities is seeking a Customer Service Leader to guide a team of Customer Service Specialists across Manchester in a hybrid setup. You will drive exceptional customer experiences, ensure regulatory compliance and performance against targets, and partner with the Water Customer Operations leadership to implement improvements.

You will coach, schedule, and develop your team, while collaborating with the Continuous Improvement group to identify pain points and increase customer satisfaction.