Customer Service Team Leader

2 weeks ago

Wakefield, United Kingdom Lucy Walker Recruitment Full time

We have a fantastic opportunity with one of our clients based in West Yorkshire, who are recruiting for a Customer Service Team Leader. This is a unique opportunity and for the right candidate, will present an opportunity to develop a team and grow your career with a market leader.


Our client is committed to adapting to the changing landscape of health and safety legislation by continually updating our processes and service offerings to clients. You will be responsible for leading a small team, coaching and developing individuals. You will ensure your team deliver a seamless service and go above and beyond and looking at the current customer journey, potentially making suggestions on how to improve and progress current offers.


If you are passionate about people and growth, have experience driving strategy and developing a team this could be a fantastic career opportunity. You will be part of a fantastic team, who offer growth a friendly and progressive environment and culture.


Our client is actively recruiting and will interview before Christmas. Please send us your CV today.


Key Responsibilities:

  • Lead and mentor a team to ensure they work cohesively as a collaborative hub focused on the customer journey.
  • Coach and support team members with learning opportunities, monthly one-to-one reviews, and individual performance development.
  • Monitor and review team performance, ensuring quality, productivity, and adherence to KPIs.
  • Oversee the day-to-day office operations, including facilities management, office supplies, and maintenance.
  • Delegate tasks, monitor team communication (calls, emails), and assist with complex customer service issues.
  • Provide management reports and insights for review meetings with senior management.
  • Analyse performance data and provide actionable insights to improve business operations.
  • Foster a positive, can-do attitude, ensuring consistent, flawless service to customers.
  • Ensure the team goes above and beyond to exceed customer expectations, with a strong focus on customer care.
  • Ensure customer requirements are accurately recorded, following through to exceed expectations.
  • Continuously examine processes and suggest improvements.
  • Proactively manage customer service issues to maximize efficiency and customer satisfaction.
  • Demonstrate the ability to work under pressure, multitask, and handle diverse challenges.
  • Build strong internal and external relationships with all stakeholders.


Skills and Experience Required:

  • Previous experience in a leadership or office management role, with a focus on managing a team.
  • Experience working in a B2B environment.
  • Strong leadership and communication skills, both written and verbal.
  • Proficiency in Microsoft Office Suite and adapting to new systems.
  • A proactive, self-motivated individual with excellent initiative.
  • Strong organizational and time-management skills.
  • Ability to meet strict deadlines while maintaining confidentiality.


Please note, due to the volume of applicants we receive, we can’t reply to every individual application. If your experience and skill set is relevant, we will be in contact within 48 hours

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