Reception Team Lead - Customer Hub (Multi-Site)

Torus Group; St Helens; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

Torus Group is seeking a motivated Customer Hub - Reception Team Leader to join our Customer Services team across Liverpool, St Helens and Warrington offices. You will lead and develop a team of Customer Advisors, coach colleagues, monitor performance, plan rotas and ensure timely, first-point-of-contact resolutions.

The role involves working across sites, contributing to service improvements and ensuring high customer satisfaction through proactive leadership and collaboration.

Qualifications

• Experience leading customer-focused teams and delivering high-quality service.

Responsibilities

• Lead, motivate and develop a team of Customer Advisors.
• Provide day-to-day support and coaching to drive compliance and quality.
• Drive performance against KPIs and champion continuous improvement.
• Plan rotas, annual leave and attendance to meet service demands.
• Monitor data and insights to identify service improvements.
• Resolve escalated enquiries and support policy implementation.
• Collaborate with internal departments and external partners to deliver outcomes.
• Promote a customer-focused approach and first-contact resolution.

Skills

Leadership

Team development

Customer service

Performance monitoring

Communication

IT skills

Education

GCSE English and Maths

CIH Level 4 (advantageous)

Tools

Microsoft Office

CRM systems

Job description

Torus Group is seeking a motivated Customer Hub - Reception Team Leader to join our Customer Services team across Liverpool, St Helens and Warrington offices. You will lead and develop a team of Customer Advisors, coach colleagues, monitor performance, plan rotas and ensure timely, first-point-of-contact resolutions.

The role involves working across sites, contributing to service improvements and ensuring high customer satisfaction through proactive leadership and collaboration.