Hybrid Customer Service Team Leader | Coaching & KPI Champion

Capita; Stafford; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Holiday entitlement—25 days (+2)

Pension

Life assurance

Cycle to work

Job summary

Capita in Stafford is recruiting a Customer Service Team Leader for the Enquiry Centre. The role is hybrid, full-time, 37.5 hours per week, Monday to Friday with some Saturdays; training periods and ongoing travel to Belfast are required.

You will coach a team of about 15 customer service advisers, drive KPIs, handle escalations, and perform root cause analysis to improve the customer experience. Capita offers a competitive salary and benefits.

Qualifications

• Experience in a contact centre leadership role.
• Ability to monitor KPIs, productivity and quality outputs/SLAs.
• Experience reading MI data and preparing reports.

Responsibilities

• Coaching and developing a team of approximately 15 advisers to deliver excellent customer service.
• Manage escalated problems and perform root cause analysis to improve customer experience.
• Drive employee engagement and ensure KPIs are met.
• Handle staffing activities: hiring, training, directing, and evaluating staff.

Skills

Team leadership

Coaching

KPI management

Root cause analysis

MI data analysis

Tools

Excel

Job description

Capita in Stafford is recruiting a Customer Service Team Leader for the Enquiry Centre. The role is hybrid, full-time, 37.5 hours per week, Monday to Friday with some Saturdays; training periods and ongoing travel to Belfast are required.

You will coach a team of about 15 customer service advisers, drive KPIs, handle escalations, and perform root cause analysis to improve the customer experience. Capita offers a competitive salary and benefits.