Customer Service Team Leader

4 weeks ago

Bristol, United Kingdom CCA Recruitment Full time

**Role: Customer Service Team Leader**
**Location: Bristol City Centre - Hybrid working after training 50% home/50% office**
**Contract: Permanent**
**Salary: £30,000 - £35,000 DOE + Bonus**

**Hours: Full time, 37.5 per week**
**Shifts: Monday - Friday 9am - 5pm, 1 in 3 Saturdays 9am - 1pm**
**Training: On-site**

A Bristol based client are currently recruiting for a Customer Service Team Leader to manage the qualitative and quantitative performance of your team. You will seek to promote a culture of continuous improvements through MBE and proactively seek to implement new ideas, whilst balancing the needs of the wider department.

**Have you experience within a contact centre customer focused environment?**

**Are you passionate about customer service?**

**Do you enjoy coaching and leading your team?**

If this sounds interesting, and you have a passion for helping people, the ability to provide a positive customer journey, then we want to hear from you

**Your experience as a Customer Service Team Leader**:

- Ability to motivate your team to deliver outstanding results and act as a role model in emphasising the importance of understanding the needs of internal/external clients and customers
- Strategically thinks about balancing the importance of daily tasks and strategic actions. Understand the need for speed as well as the importance of the best solution.
- Demonstrates an ability to spot, develop & capatilise on new opportunities to serve clients/customers better.
- Self-aware of your own leadership and the impact it can have on managerial outcomes. As well as critically assess own performance to drive continuous improvement in self-development.
- An effective communicator, who will choose the right way to deliver messages whilst maintaining open and regular communication with team members and key stakeholders.
- Strong analytical skills to assess team performance, spot areas to improve and MBE to drive continuous improvement.
- Is proactive in their approach and promotes a culture of positive change within the team.

**What does the role of a Customer Service Team Leader involve**:

- Responsible for the day to day management of a team of Investment Helpdesk Consultants
- Ensures the team consistently produces high quality work in with department KPIs.
- Improves established processes to deliver a consistent service. Identifies and removes errors in their own work and others’ work. Reviews work of the team where necessary and provides constructive feedback.
- Maintains open and regular communication with own team and key stakeholders. Shares difficult messages with the team when needed.
- Contributes to the Investment Helpdesks SLA performance by optimising their teams output for calls and correspondence.
- Assist and coordinate any performance management cases within the team and offer assistance to other areas of the business who require independent investigation.
- Builds a team that works effectively with other teams/departments to achieve results. Recognises and draws on the strengths of the team. Challenges ‘silo’ thinking. Proactively engages with others to resolve issues
- Ensuring all colleagues within team has accurate work location status, with all authorisation documentation complete and up to date (working from home, office seating plans). Forecasts the long term office space requirements
- Accountable for RCA of regulatory complaints & dealing errors from team, with appropriate action taken to remedy process & individual performance issues. Challenges any unethical practices they see. Only requests behaviours they are willing to demonstrate themselves.
- Considers the effectiveness of current approaches and ways of working for the team. Offers feedback to their manager on the impact of changes.
- Sets high standards for own performance and acts as a role model for those within their sphere of influence.
- Uses available resources and networks to resolve issues before escalating.
- Ensures team members are well-supported and actively monitors their workload and wellbeing. Offers extra support and resources where needed.

**Benefits as a Customer Service Team Leader**:

- Annual pay review
- 25 days holiday plus bank holidays and 1-day additional Christmas closure time
- Option to purchase an additional 5 days holiday per year
- Flexible working options available, including hybrid working
- Pension scheme up to 11% employer contribution
- Sharesave scheme
- Income Protection & Life insurance (4 x salary core level of cover)
- Health care cash plans - including optical, dental, and out patientcare
- Gympass - gym memberships and wellbeing apps available
- Variety of travel to work schemes with free bike storage and shower facilities
- An inhouse barista serving subsidised coffee and snacks
- Join the sports, I&D networks and volunteering groups (two paid volunteering days per year)
- LifeWorks Discounts on services, restaurants and retailers

CCA Recruitment Group is an employme

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