Team Leader - Customer Service

Insight Select; Newcastle-under-Lyme; On-site; GBP 60,000 - 80,000; Full time

Job summary

A well-established business is seeking a Customer Service Team Leader in Newcastle-Under-Lyme to lead a dynamic team of customer service representatives. The successful candidate will excel in people leadership, demonstrate strong decision-making skills, and strive to improve customer experience. This office-based role offers competitive pay and a focus on staff wellbeing within a supportive working environment.

Benefits

Career progression

Fun working environment

Focus on staff wellbeing

Qualifications

• Excellent people leadership & development skills.
• Proven experience with managing a customer service team.
• Strong decision making skills in challenging circumstances.

Responsibilities

• Deliver exceptional customer service and implement new ideas.
• Take ownership of complaints and provide satisfactory resolutions.
• Lead a team to achieve KPIs and share best practices.

Skills

People leadership

Customer service management

Decision making

Time management

Communication skills

Tools

Microsoft Office

CRM systems

Job description

Overview

Customer Service Team Leader / Newcastle-Under-Lyme / Office Based / £35,000 DOE

A well-established business is seeking a customer service focused individual to lead a team of customer service representatives. The successful candidate will have excellent people leadership and development skills, strong customer service experience, and good communication and influencing skills.

Responsibilities

• Delivering exceptional customer service and implementing new ideas.
• Taking ownership of complaints and providing a satisfactory resolution.
• Building and maintaining great relationships with internal stakeholders and customers.
• Leading a team of customer service representatives ensuring achievement KPI's and consistent sharing best.
• Identifying opportunities and implementing solutions to continually improve the customer experience.
• Building positive relationships with internal teams to help improve the overall customer experience.
• Build effective long term relationships with customers by demonstrating expertise and commitment.
• Create the right customer service culture and environment by motivating and continually developing the team to maximise service performance.

Requirements / Qualifications

• Excellent people leadership & development skills.
• Proven experience with managing a customer service team.
• Has strong decisions making skills in challenging circumstances.
• Can identify opportunities to improve tools, skills, systems and processes.
• Financially aware and can work with budgets.
• Excellent time management and prioritisation skills.
• Leads by example and is a role model for the business.
• Demonstrates resilience, positivity and leadership qualities.
• Good knowledge of Microsoft Office suite and CRMs experience.

Benefits

In return, you will be provided with an excellent package, career progression, a fun working environment and working for a marketing leading organisation that puts staff wellbeing at its core.