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Customer Services Team Leader

2 months ago

Sutton, United Kingdom HAYS Full time
Customer Service Team Leader - Temporary to Permanent - Start ASAP

Your new company
A multinational British security company that operates across a multitude of sectors, including security, facilities management, employment services and care. They operate in over 70 countries and are well-positioned in fast-growing markets.
Your new role
As a Customer Services Team Leader, you will manage a team of up to 15 both in the office and remote staff. You will ensure customers are provided with a high level of support, working across the business to ensure that various KPI targets are met and exceeded.
You will provide motivation through regular meetings, working closely with account managers to support their work and provide MI report on Key Performance Indicators as required, and develop relationships across the business to leverage when required.
You'll set and maintain team standards by managing and coaching a team of agents, measuring performance, setting challenging objectives, assessing any training needs as well as providing training on-the-job. You'll develop an awareness of key volume drivers and plan allocations of work across the team.
You will manage team availability by monitoring holidays, sickness and other absences.
What you'll need to succeed
You'll need previous experience working in a contact centre environment and possess excellent leadership skills. Previous exposure to working in a B2B environment as well as managing and performance coaching a team is essential. You'll need a proven track record of delivering high quality customer service.
What you'll get in return
You'll get a competitive base salary, pension, life assurance, flexible working policies, corporate perks and discounts, mental health and virtual wellbeing support, as well as opportunities for progression.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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