Customer Service Team Leader

4 weeks ago

Sale, United Kingdom Training Qualifications UK Full time

**Permanent Full-time**

**Location: Hybrid**

**Reports to: Customer Service Manager**

**Salary: £24,000 - £30,000**

**Line management responsibilities: Yes**

**Overview**

Training Qualifications UK is the fastest-growing Awarding Organisation in the UK and a market-leading End-Point Assessment Organisation. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

Whats the secret to our success? Simply put, we do things differently here

Customer intimacy is at the heart of what we do, understanding the wants and needs of our customers and providing a personalised customer experience that maximises our innovative technology and products. We are looking for a like-minded, forward thinking, Customer Service Team Leader to join our busy, vibrant team.

The Customer Service Team Leader would be responsible for leading and supervising a team of Customer Service Specialists to deliver high-quality customer support. This role involves providing guidance, training, and coaching to team members, monitoring team performance through Quality Assurance spot-checks, resolving escalated customer issues, and collaborating with various departments to enhance overall customer satisfaction.

**Key Responsibilities**
- Lead and motivate a team of Customer Service Specialists to deliver performance targets and to deliver exceptional customer experiences.
- Provide direction, guidance, and ongoing coaching to team members to improve their skills, product knowledge, and service quality.
- Analyse common themes and areas of improvement to assist in the development of audit plans, audit schedules and team training sessions.
- Monitor individual and team performance metrics, such as response times, resolution rates, Quality Assurance scores and customer satisfaction scores.
- Provide constructive feedback and support within regular meetings to team members to enhance their performance and address areas of improvement.
- Lead on individual and tailored training plans for new and existing staff members, ensuring training sessions are diarised on a scheduled recurring basis.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution in line with the current policy.
- Be an expert across all key areas of the business to then support regular updates and training sessions to the Customer Service Team.
- Complete daily checks of all work in line with the Customer Service SLAs and core processes. Check and challenge team members if work has not been met to the required standard.
- Strive to exceed targets, take ownership of stats, reports and act as a role model when completing all levels of work.

**Other Responsibilities**
- Lead all live weekly webinar sessions that are delivered for TQUKs customers.
- Proactively engage with and get to know our customers, leading key account calls around the delivery of service.
- Attend relevant meetings with managers to understand key updates and process changes across the wider business, with a view of then delivering training sessions to the Customer Service Team ahead of customer communication being sent.
- Lead on key month-end reports to the Customer Service Manager and Head of Operational Services.
- Monitor and report on risk, staff morale, performance management and data analysis to the Customer Service Manager and Head of Operational Services.
- Hold morning huddles with the Customer Service Team to set work expectations, review data and ensure work is delivered to the highest standard set.
- Act as a support for overflow of work during busy peaks, covering staff sickness and annual leave, ensuring that engagement of best practice and knowledge is at the forefront.

**Key Requirements**
- Be capable of identifying key areas for improvement and delivering constructive feedback to team members in an effective manner.
- Be capable of inspiring team members and lifting team morale.
- Act as a role model for all TQUK behaviours.
- Put the team first.
- Be highly organised in a fast-paced environment.
- Have excellent time-management.
- Have excellent verbal and written communication skills and experience across multiple channels.
- Have great attention to detail, in particular with spelling and grammar.
- Have experience in effective objective handling.
- Be proficient in Microsoft Office programs (Word, Excel, PowerPoint).
- Be organised and able to prioritise your own workload.
- Be able to think on your feet and respond to customer demands and solve problems quickly, efficiently and in line with company policies and regulations.
- Be prepared to work in a regulated environment with a constant eye to maintaining and improving regulatory compliance.
- Be comfortable working to set standard operating procedures.

**Key Characteristics**
- Strong leadership and team management skills.
- Excellent communication and inte

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