Service Centre Team Leader — Data-Driven & People‑Oriented

WTW; Ipswich; Hybrid; GBP 38,000 - 47,000; Full time

Benefits offered by this job

25 days holiday (in UK)

Hybrid working

Private healthcare

Life insurance

Group income protection

Pension with matched contributions

Volunteer day

Job summary

WTW is looking for a Service Centre Team Leader to join a growing customer service operation. You will lead a team, drive quality, report on performance, coach staff and manage escalations while supporting key projects.

You will use omnichannel platforms, monitor SLA targets and deliver initiatives that improve efficiency and member experience. Hybrid working is available, with strong career development and a supportive team culture.

Qualifications

• Experience managing a contact centre or customer service team with technical proficiency and familiarity with omnichannel platforms.
• Strong people management experience and ability to inspire/motivate a team.
• Effective problem-solving skills, including handling change and improving efficiency.
• Customer-focused attitude with clear and effective communication (listening, speaking, writing).
• Computer literate and able to maintain high accuracy in work.

Responsibilities

• Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services.
• Lead and motivate a team to provide exceptional customer service.
• Monitor team progress towards quality and performance targets.
• Complete monthly coaching and 121s with direct reports, including performance improvement plans.
• Assist with project planning, business pitches and recruitment.
• Be a reference on technical issues and non-standard queries.
• Support Service Centre new service installs.
• Assist with escalations and other interactions as required.
• Provide an exceptional level of service, adapting to different caller scenarios.
• Positively represent WTW and our Clients with a friendly and professional service.

Skills

Contact centre management

People management

Customer service focus

Omnichannel platforms

Problem-solving

Process improvement

Job description

WTW is looking for a Service Centre Team Leader to join a growing customer service operation. You will lead a team, drive quality, report on performance, coach staff and manage escalations while supporting key projects.

You will use omnichannel platforms, monitor SLA targets and deliver initiatives that improve efficiency and member experience. Hybrid working is available, with strong career development and a supportive team culture.