Customer Service Team Leader

Do you have experience as a team leader within a customer focused role? Are you keen to work for a company that knows how to have fun and offers genuine long term development opportunities? If so please get in touch!

I am recruiting a Team Leader for a fast-growing telecommunications company based close to the Altrincham area. Paying a salary between GBP28,000 to GBP32,000pa dependent upon experience, plus a 5% monthly, performance related, bonus. You will work as part of a close-knit team, educating and troubleshooting technical queries from customers. The role will be a split between supporting to resolve customer queries, as well as coaching and performance managing the team, including training and supporting new starters.

The ideal person for this role will have a passion for providing first class customer service and have proven experience working as a Team Leader, ideally within telecoms, or a contact centre / call centre environment, where you have supported with coaching and performance managing a team.

What will you be doing as a Customer Service / Helpdesk Team Leader?

• Daily review of performance KPIs at both a business and individual level
• Proactively schedule resource by customer demand
• Manage daily performance and adherence in real-time - calls and all associated tasks and tickets
• Develop and monitor trending performance and seek to understand root causes
• Solution focused with a can do approach
• Continuous development of people through regular, scheduled 1-2-1 meetings and review of performance. Ensure everyone has individual and business objectives, clearly defined and regularly reviewed
• Use performance data to set action and targets, establishing any training needs
• Coach and support the team members to ensure targets are met and, where possible, exceeded
• Establish and nurture an environment of open collaboration, success focused, with clear structure and organisation and accountability
• Utilise effective delegation strategies, allowing the delegate to learn and grow from the associated tasks
• Leading by example, demonstrating strong leadership skills, supporting people and challenging unacceptable levels of behaviour and performance where required

We would LOVE to hear from you if you have the following skills and experience:

• Previous experience as a Senior or Team Leader in telecoms is desirable
• Ability to make decisions, take initiative, and always be supportive of your team members
• Experience in a customer facing role is essential
• Proactive and solutions focused approach to work
• Excellent communication skills, with ability to deliver the message with confidence and empathy
• Be able to listen and really pinpoint what the issue is in preparation to support colleagues in all areas of the business at every level.
• Enjoy working as part of a team, but have the drive to use your own initiative
• A strong and articulate leader who builds strong team relationships and can deliver on their objectives
• Educated to Degree level or equivalent. The equivalent in working experience is also acceptable
• Minimum of 2 years working in a Coaching or Leadership capacity within a Customer Support function

What will you get in return for your work as a Customer Service / Helpdesk Team Leader?

• Salary of between GBP28,000 and GBP32,000pa DOE
• 5% monthly, performance related, bonus available
• Working hours are 4 x 10hr shifts across Monday to Friday between the hours of 8am - 8pm, Sat and Sun cover is also required on a rotation and they are a shorter day
• Hybrid working is available for the weekend shifts
• Holidays: 25 days holiday + bank holidays
• Opportunities for progression and personal development
• Chance to join a fun, dynamic working environment

Apply now by sending your CV. We aim to respond to all successful applications within 2 days. If you haven't been contacted within 2 days your application has been unsuccessful. Please check our website and apply directly for any other suitable positions you see. We apologise that we are unable to contact everyone in person and thank you for your interest. Jobwise Ltd is an employment agency and the details sent in your application may be stored on our secure database.