Hybrid Customer Service Team Lead - Coaching & KPIs

Capita PLC; West Midlands; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

25 days holiday

Volunteer day

Pension scheme

Life assurance

Cycle to work scheme

Maternity & Shared parental leave

Discounts & wellbeing

Job summary

Capita is recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford. This hybrid, full-time role operates 37.5 hours per week, with hours spanning 8.00 am–8.00 pm on weekdays and some Saturdays.

You’ll be in the office for training and on-site Tuesdays to Thursdays, with occasional travel to Belfast to collaborate with the wider team. The role focuses on coaching a 15-person customer service team, managing escalations, and driving KPI performance to ensure

Qualifications

• Experience leading a customer service or contact centre team.
• Ability to coach and develop a team to deliver excellent customer service.
• Strong focus on meeting KPIs and improving performance.

Responsibilities

• Coaching and developing a team of approximately 15 customer service advisers to deliver excellent customer service
• Working with team members to meet customer needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience.
• Drives employee engagement
• Ensures all KPIs are met
• Hiring, training, assigning, directing, and evaluating staff.

Skills

Leadership

Coaching

Customer service

KPI management

Job description

Capita is recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford. This hybrid, full-time role operates 37.5 hours per week, with hours spanning 8.00 am–8.00 pm on weekdays and some Saturdays.

You’ll be in the office for training and on-site Tuesdays to Thursdays, with occasional travel to Belfast to collaborate with the wider team. The role focuses on coaching a 15-person customer service team, managing escalations, and driving KPI performance to ensure