Customer Service Team Leader

3 weeks ago

newcastleupontyne tyne and wear, United Kingdom NDA Full time

Our customer an IT and business consulting services company is seeking a Customer Service Team Leader for their client, a major UK high street bank, providing support to customers looking for new and additional borrowing from the bank. This is a contract assignment for an initial period of 6 months.

Based in Newcastle, you will be responsible for coaching and guiding your own team to help them to achieve their and the business' goals and you will also assist the Contact Centre Operations Management team with the day to day effective running of the Contact Centre, driving team performance to achieve all Service Levels.

Contract role 6 months - £15 p/h


The role is an office based within Newcastle.

Working hours of the team are between 8amn and 10pm Monday to Sunday. The client usually works to a 6-8 week shift roation so that you can plan around shifts with plenty of notice. There is some evening and weekend work but these shifts are shared out amongst all team members.


Main Responsibilities include:

  • Day to day management of around 10 team members
  • Leading, motivating and encouraging your team
  • Setting objectives for your team and developing their customer service skills across a wide range of problems and queries
  • Dealing with a broad range of performance management issues
  • Dealing with customer enquiries
  • Owning complex and escalated queries and calls where a customer needs senior involvement
  • Leading by example by actively partaking in call activity and remediation
  • Monitoring and managing schedules and shifts and attendance
  • Building relationships between teams and departments
  • Encouraging regular feedback for business improvement

About you:

  • You will have worked in a customer service leadership position ideally in a contact centre.
  • You will have had a track record of leading and getting the best out of your team to drive service excellence. People management training, including coaching would be a useful skill.
  • Experience within financial services or a highly regulated environment would be preferred.
  • You will have full familiarity with performance management activity
  • You will have excellent organisational and time management skills

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