Hybrid Customer Service Team Leader – Lead a High-Performing Team

Liberata; Burnley; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Free eye tests

Cycle to work scheme

Development and qualification opportun

26 days annual leave + up to 8 bankhol

Staff wellness programme

Staff referral programme

Pension scheme

Staff discounts

Job summary

Liberata in Burnley is seeking a proactive Team Leader to coach and support a team delivering inbound calls and face-to-face assistance on Council Tax and related services. The role combines homeworkers and office-based staff, requiring you to drive performance against KPIs while maintaining service quality.

You will develop staff through a full training programme, manage performance, support improvement, and ensure compliance with Liberata’s Quality Framework.

Qualifications

• Experience of working in a Customer Services environment
• Experience of dealing with challenging situations and difficult customers
• Ability to manage teams within a performance and quality framework
• Able to build excellent working relationships with all stakeholders
• Education to GCSE level or equivalent
• Welsh Speaking as first or second language – desirable

Responsibilities

• Coach and support your team deliver to meet contractual targets and monitor individual performance
• Equip your team to deliver in line with operational (procedural) standards.
• Ensure team members are managed within Liberata policy and procedures.
• Ensures team members are kept up to date with latest company/service news and policy.
• Support line manager with/at meetings.
• Supports service line initiatives and strategy.
• Liaise with internal/external bodies, ensuring the promotion of service.
• Responsible for personnel data in compliance with the data handling policy.
• Drive Engagement and Positive communication with team members
• Develop your team to not only be the best in their role, but to be ready for any future development opportunities.

Skills

Customer service

Difficult customers

Team management

Stakeholder relations

Risk identification

Problem solving

MS Office

Communication skills

Time management

Motivating staff

Welsh (desirable)

Education

GCSE level or equivalent

Job description

Liberata in Burnley is seeking a proactive Team Leader to coach and support a team delivering inbound calls and face-to-face assistance on Council Tax and related services. The role combines homeworkers and office-based staff, requiring you to drive performance against KPIs while maintaining service quality.

You will develop staff through a full training programme, manage performance, support improvement, and ensure compliance with Liberata’s Quality Framework.