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Call Centre Team Leader

CCA Recruitment Group
Posted 16 days ago, valid for 7 days
Location

Reading, Berkshire RG31 7EN

Salary

£36,000 per annum

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The role of Customer Service Team Leader is based in Reading and offers a salary of £36,000 plus an annual bonus and excellent benefits.
  • Candidates should have a proven track record in a similar role, requiring prior experience in leading and motivating a team.
  • This position involves managing a team of up to 15, ensuring optimal service delivery and performance against KPIs.
  • The ideal candidate will possess strong relationship-building skills and the ability to handle challenging customer interactions effectively.
  • This is a full-time position with a 37.5-hour workweek, typically Monday to Friday, with occasional Saturday morning shifts.

Role: Customer Service Team Leader

Location: Reading (hybrid after probation)

Hours: 37.5 per week Mon-Fri between 8am-6pm (occasional Sat AM)

Salary: £36,000 + annual bonus + great benefits

This is an exciting opportunity for an experienced Customer Service Team Leader to join my growing clients team based in Reading.

Your role as a Customer Service Team Leader:

  • You will be the primary escalation point for Customer Service Advisors
  • Manage Team Workload and support CIC management team ensure optimum service in KPI and quality and required resource is maintained
  • Lead, manage, motivate, and support a team of up to 15 by providing regular feedback on performance, providing coaching and development plans
  • Ensure daily performance is maximized, and manage downtime
  • Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognizing the contributions of individuals.
  • Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.
  • Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours
  • Attend supplier reviews and daily interactions direct with client representatives at all levels up to exec if required
  • Manage all colleague absence and attendance in line with all agreed processes
  • Work with other teams to support and drive continual improvement of processes and ways of working
  • Be a role model for the team within operations, demonstrating the business values at all times.
  • Demonstrate the ability to provide flexibility to support both the business and line manager if required.

Essential, Skills, Knowledge and Experience you’ll need to be a successful Customer Service Team Leader:

  • Ability to deal with challenging customers and dealers to reach positive outcomes
  • Time Management - Ability to manage own time and workload effectively and efficiently.
  • Proven ability to lead, coach and motivate a team
  • Proven track record on delivering service initiatives and KPI’s
  • Experience of communicating up to Exec level
  • Demonstrated strong relationship building and management skills
  • Good level of commercial awareness
  • Planning, organising and prioritisation skills
  • Understanding of and adherence to all FCA requirements
  • Knowledge of consumer rights law and how to apply

Please follow the link to apply for this Customer Service Team Leader role based in Reading.

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In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.