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CUSTOMER SERVICE TEAM LEADER
Salary: £27,872
Location: Warrington - fully onsite role
Contract: Perm
Shift pattern: Any 5 days from 7 in a week, 8-hour shifts (40hr week). Weekend work and late-night working (up until 9pm) will be required on a rotational basis.
Keywords: Customer Service, Team Leader, Management, Performance Management, Coaching, Feedback
An exciting opportunity has arisen for a Customer Service Team Leader in Warrington. This role offers the chance to work in a fast-paced environment, managing quality and service provided to customers and colleagues across various business areas. The successful candidate will play an active role in encouraging team development, personal skills, and knowledge. This position is perfect for someone who thrives in a demanding and challenging environment while maintaining a focus on delivering best-in-class customer interactions.
- Fast-paced working environment
- Opportunity for personal and professional growth
- Focus on delivering best-in-class customer interactions
What you'll do:
As a Customer Service Team Leader, you will be at the forefront of managing the quality of service provided to both customers and colleagues. You will have an active role in monitoring performance against agreed frameworks and SLAs, managing absences according to company policies, and resolving customer account queries efficiently. You will also deliver engaging coaching sessions to your team, identifying opportunities for improvement and fostering an environment that encourages development.
- Manage quality and performance against agreed frameworks and SLA
- Have full knowledge of your own and wider business KPI's, ability to report against KPI's
- Effectively manage absence in line with company policies
- Resolve all customer account queries efficiently and in a timely manner
- Support frontline teams where complaint escalations are necessary
- Deliver engaging coaching and feedback sessions to team, agreeing defined actions where opportunities for improvement are identified
- Create a team environment that promotes development and idea generation
What you bring:
The ideal candidate for the Customer Service Team Leader role brings a wealth of experience in creating and managing customer service teams. Your background in management coupled with your curiosity about our industry makes you stand out. Your positive approach to learning new things, ability to thrive in a fast-paced environment, and strong communication skills are essential for success in this role.
- Experience in creating and managing customer service teams
- Positive approach to learning new things
- Background in management
- Curiosity about the industry
- Ability to work in a fast-paced environment
- Strong communication skills
What sets this company apart:
Our client is committed not only to their customers but also to their employees, ensuring they provide an environment where people can learn, develop, and grow both professionally and personally. They offer competitive hourly rates, management bonus schemes, a company pension scheme, employee discounts at most online and high street retailers, recruitment reward scheme, enhanced maternity/paternity leave.
What's next:
Ready for the next step in your career? Apply today!
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
