Customer Service Team Leader

4 months ago


Sunderland, United Kingdom tombola Full time

**Remote**

**Hours: 40 (Available shift patterns below)**

**Salary: £30,169**

**The role of the Customer Service Team Leader is a key driver of our team's success. In this position, **you'll collaborate closely with the Customer Service Operations Manager to establish and implement effective processes and practices within our CX team. You'll also play a crucial role as a core stakeholder, working alongside our product and tech teams to ensure seamless alignment between customer service and our product offerings.**

This position offers a unique opportunity for professional growth and the chance to contribute to the success of our customer service operations. If you're ready to take on a leadership role that combines management and strategic alignment, we would love you to contribute to shaping the future of our customer service team.

**What will the role involve?**

Your primary responsibility is people management. You will lead a team and oversee any escalated people management issues that arise. Your role is essential in maintaining a productive and harmonious team dynamic to win together.

In this critical role, you will lead our Customer Service Advisors, setting excellent service standards and ensuring our team provides world-class support to every customer. Your coaching, motivation and performance management skills will ensure your team are growing in their roles while also ensuring customer satisfaction and retention.

**Your responsibilities will include**:

- Managing team attendance, including absence processes
- Conducting performance reviews, scorecard reviews, and QA evaluations
- Holding monthly one-on-one meetings with team members
- Managing the staff survey feedback process
- Coordinating team holiday schedules
- Tracking overtime and absence logging
- Making real-time adjustments to the team's rota
- Championing business updates and facilitating monthly team calls.
- Participating in quarterly onsite management catch-up meetings
- Monitoring live dashboards to ensure team performance.
- Organizing and leading monthly team meetings
- Collaborating with key decision makers
- Collecting and presenting performance statistics
- Acting as a feedback champion within the team

**Additional** Ad-hoc duties**

In addition to the key responsibilities, you will also be responsible for various ad-hoc duties, including:

- Managing Return to Work (RTW) processes for long-term absences
- Conducting trainee probation reviews
- Handling people management issues, including Performance Improvement Plans (PIPs) and Involuntary Attrition Decisions (IAD)
- Escalating crisis situations as needed.
- Conducting performance reviews and check-ins during H1 and H2
- Assisting in training initiatives, including onboarding and wider CX training
- Supporting with recruitment and onboarding
- Managing onboarding and offboarding processes
- Generating shift reports

**Skills we are **seeking**:

- Excellent leadership and people management skills.
- Superior written and verbal communication skills.
- Experience in a customer service role, with a track record of exceeding expectations.
- Awareness of industry’s customer service trends and advancements.
- Proven ability to handle multiple tasks while staying organised.

**Full job description available upon request.



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