Senior Customer Care Team Leader: Growth & Coaching

Lyreco; Dawley; On-site; GBP 38,000 - 60,000; Full time

Benefits offered by this job

31 days holiday

Pension & Life Assurance Scheme

Cycle to Work Scheme

Eye care vouchers

2 community volunteering days

Grow Our Own Talent Programme

Referral Scheme

Long Service Awards

Career break after 3 yrs of service

Job summary

Lyreco is seeking a proactive Customer Care Team Lead to lead, coach and develop a 10-15 person team within the WISE Customer Care Team, delivering an outstanding customer experience across multiple channels.

You will monitor performance, provide regular feedback, and drive service quality and productivity targets, champion customer satisfaction, and push continuous improvements across the business. A culture of collaboration, empathy and professionalism will empower the team to excel.

Qualifications

• Proven experience leading, coaching and motivating a customer-facing team of 10-15 people to achieve business and customer service objectives.

Responsibilities

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team, creating a high-performance culture focused on delivering an outstanding customer experience.
• Drive the day-to-day success of the team by monitoring performance, providing regular feedback, and supporting colleagues to achieve service, quality and productivity targets.
• Champion customer satisfaction and loyalty by ensuring every interaction is handled with professionalism, empathy and expertise, following Group best practice and WISE standards.
• Act as the voice of the customer, using customer feedback, insights and trends to influence decision-making and help shape continuous improvements across the business.
• Inspire and motivate your team to thrive in a fast-paced environment, successfully managing high volumes of customer interactions across calls, emails and live chat.
• Identify coaching and development opportunities, supporting team members to grow their skills, build confidence and achieve their full potential.
• Use data and performance metrics to drive results, recognise success, and implement actions that improve both customer outcomes and team engagement.
• Foster a positive, collaborative team culture where colleagues feel valued, supported and empowered to deliver their best every day.
• Alongside a competitive salary, you'll receive: 31 days holiday, Pension & Life Assurance Scheme, Cycle to Work Scheme, eye care vouchers, volunteering days, career development programs, referral schemes, long service awards, and more.

Job description

Lyreco is seeking a proactive Customer Care Team Lead to lead, coach and develop a 10-15 person team within the WISE Customer Care Team, delivering an outstanding customer experience across multiple channels.

You will monitor performance, provide regular feedback, and drive service quality and productivity targets, champion customer satisfaction, and push continuous improvements across the business. A culture of collaboration, empathy and professionalism will empower the team to excel.