We are looking for a Customer Service Team Leader to join a growing and vibrant team in Telford. This is a hands on leadership role where you will lead from the front, support your team and help drive customer service, performance and business growth.
You will be responsible for managing day to day team performance, setting targets, monitoring KPIs, coaching and mentoring team members and ensuring high standards are consistently maintained.
What will you be doing?
As Customer Service Team Leader, you will take responsibility for the performance and development of your team, making sure everyone has the support, training and direction they need to succeed.
Your responsibilities will include:
Managing and motivating a customer service team of 2 to achieve individual and team targets
Conducting regular KPI reviews and performance meetings
Monitoring daily performance and providing constructive feedback
Coaching and mentoring team members to improve performance
Supporting training and development across the team
Setting clear expectations and performance objectives
Monitoring productivity, call volumes and team activity
Identifying opportunities to improve processes and customer service
Managing workloads and prioritising tasks across the team
Supporting colleagues with customer queries and more complex situations
Dealing with performance and people related issues professionally
Working closely with senior management to report on team performance
Identifying potential business improvements and supporting change
What are we looking for?
We are looking for an experienced Customer Service Team Leader or Supervisor with a proven track record of managing people, delivering excellent customer service and achieving targets.
You will ideally have experience within customer service, sales, account management, contact centre, financial services or another target driven environment.
You will also have:
Proven team leadership or people management experience
Experience managing KPIs and performance targets
Strong coaching, mentoring and motivation skills
A confident and professional communication style
Excellent customer service skills
The ability to provide constructive feedback
Strong organisational and time management skills
The ability to make effective decisions under pressure
A proactive approach to identifying improvements
Experience managing workloads and prioritising team activity
The confidence to influence and motivate others
Strong attention to detail and a high level of professionalism
A positive and supportive approach to leadership
Experience working within a regulated or compliance focused environment would be beneficial.
What is on offer?
£28,000 salary
Bonus
Monday to Friday working hours - 37.5hrs per week
Paid for industry qualification after probation
Full time office based position in Telford
Vibrant and supportive team environment
Opportunity to develop and progress your leadership career
Hands on management, coaching and mentoring responsibilities
Opportunity to make a real impact on team performance
If you are an experienced Customer Service Team Leader, Customer Service Supervisor, Contact Centre Team Leader, Customer Service Manager or Senior Customer Service Advisor who enjoys developing people and delivering results, we would love to hear from you.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included
Salary description
£28000.00 - £28000.00 per year