Customer Service Team Leader

Are you a proactive leader with a talent for guiding a team? We are on the lookout for a dynamic Customer Service Team Leader with experience overseeing office support customer service representatives in a contact centre environment. The successful candidate will enjoy ensuring every customer interaction is a positive one while driving performance, engagement, and continuous improvement!

Job Title: Customer Service Team Leader

Salary: 28,000 - 32,000 per annum

Location: Worthing

Key Responsibilities:

• Motivate and develop your team to achieve and exceed individual and team performance goals in a call centre/ contact centre environment
• Analyse call metrics and service levels to identify trends, implement strategies, and optimise team performance
• Conduct regular call evaluations and provide constructive feedback to team members to maintain high-quality standards
• Act as the point of contact for escalated customer enquiries, resolving issues with professionalism and efficiency
• Develop and deliver training programs for new hires and ongoing training for existing team members, focusing on product knowledge and service excellence
• Collaborate with management to identify and implement process improvements that enhance the customer experience and streamline operations
• Create a supportive and engaging work environment by organising team-building activities and recognising individual and team achievements
• Generate regular reports on team performance, customer satisfaction, and operational efficiency to inform leadership decisions

Skills and Experience:

• Proven experience leading a customer service team within an office environment
• Strong leadership skills with a focus on motivation and team development
• Excellent communication and interpersonal skills, with the ability to connect with team members and customers alike
• Analytical mindset with experience in interpreting performance data and metrics
• Familiarity with call centre software and CRM systems
• Problem-solving skills with the ability to manage escalations effectively
• A customer-centric approach and a passion for delivering outstanding service

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.