Customer Service Team Leader

3 weeks ago

Brighton, United Kingdom Clearline Recruitmentment Ltd Full time

**Job Title**:Customer Service Team Leader**

**Location: Brighton, East Sussex**

**Salary: £27,150 per annum + £1,800 STI**

**Full Time: Mon-Sun, between 8am-8pm (5 days p/w 7.5hrs p/d)**

Our client is looking for a Customer Service Team Leader to join their global, market leading company based in Brighton.

**Responsibilities**

Performance Management
- Supports Operations Manager to ensure employees are, and remain, competent through conducting of call, case and letter audits in line with the Training & Competency (T&C) Scheme and Quality Assurance (QA) process
- Commits to ongoing self-development through the creation of personal development plans to provide succession planning and growth opportunities

Customer Service & Case Management
- Ensures SLAs are met for Corporate and Leisure accounts through assigning and oversight of teamwork flow and managing resource
- Monitors the case lifecycle ensuring processes are adhered to, including handover, verification, HCNs, reserving, cost containment/leakage and quality/attention to detail is met, whilst evidencing that TCF outcomes have been considered
- Delivers agreed communication strategy for each case including identification of crisis/trauma, issues/risks, escalation, resolution and problem solving
- Proactively handles escalated calls to ensure complaints are resolved at the informal stage, logged appropriately, trends analysed and used as an opportunity for future improvements

Communication
- Contributes to effective written and verbal communication to all levels of seniority within the business, as well as external stakeholders, including clients, supplier/providers, global centres & OSPs as defined in the Communication Strategy
- Delivers effective day-to-day communication within the team, including team meetings/huddles and provides instant support or guidance through floor walking
- Collaborates with peers to ensure effective handover and/or feedback to deliver 24/7 coverage
- Escalates issues, risks, ideas/suggestions to senior management as needed to ensure business effectiveness and processes continue to be fit for purpose
- Contributes to HCN meetings to support effective customer service, case management, TCF and cost control

Team Work & Culture
- Contributes and drives a team working culture that empowers others to achieve the business strategy and vision
- Creates a collaborative environment of continual improvement to ensure business goals are delivered throughout Travel Guard EMEA, this may include undertaking new responsibilities as required
- Promotes an environment where people are committed and proud to work for TGEMEA and so retains talented individuals
- Encourages open, 2-way communication to ensure effective working relationships, leading by example and, when necessary, provides conflict resolution, this includes Staff Engagement Committee, Employee Satisfaction Survey and developing global relationships
- Works with the Training Department to ensure staff knowledge remains up to date, this will include design and delivery of product and technical training and workshops and/or briefings

**Requirements**:

- Computer literate
- Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.
- Strong communicator at all levels; verbally and written to build and maintain internal and external relationships.
- Good numeracy, literacy and attention to detail.
- Takes ownership for personal growth, this includes being open & responsive to feedback, being self-aware, self-reflective, displaying personal initiative and ensuring industry knowledge is kept up to date.
- Is self-managed and motivated, has a proactive/'can-do' attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure.
- Proactively handle escalated calls and ensure complaints are resolved, where possible, and logged on GCMS in accordance with business policy and meet regulatory guidelines.
- Participates in self-development, through training, mentoring, content specific training, as well as self-feedback to Manager on progress.
- Works closely and support other parts of the organisation for the overall objective of improved customer service and treating all customers fairly.

For more information, please contact Jamie Watson at Clearline Recruitment.

  • Customer Service Team Leader

    3 weeks ago

    Brighton and Hove, United Kingdom Brighton & Hove City Council Full time

    **Job introduction**: We are looking for an enthusiastic Team Leader to join and lead two customer service teams. Joining at this time you will contribute greatly to the shaping of both teams as the council emerges from covid restrictions. **About the role**: Responsible for the leading two customer service teams which provide first point of contact on the...

  • Customer Team Leader

    3 weeks ago

    Brighton, United Kingdom Coop Full time

    **Customer Team Leader** Location: 33-39 Old London Road, Patcham, Brighton, BN1 8XR Pay: £11.00 per hour + great benefits Contract: 18 hours per week + regular overtime, permanent, part time Working pattern: Varied shifts including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at interview Full...

  • Customer Team Leader

    2 weeks ago

    Brighton, United Kingdom Coop Full time

    **Customer Team Leader** Location: 147/148 North Street, Brighton, BN1 1RE Pay: £11.00 per hour + great benefits Contract: 24 hours per week + regular overtime, permanent, part time Working pattern: Varied shifts including 5:30am - 2pm, 2pm - 11pm and weekends, to be discussed at interview. Full training given You must be aged 18 or over to be a...

  • Customer Team Leader

    2 weeks ago

    Brighton, United Kingdom Coop Full time

    **Customer Team Leader** Location: 51-57 Longridge Avenue, Saltdean, Brighton, BN2 8LG Pay: £11.00 per hour + great benefits Contract: 28 hours per week + regular overtime, permanent, part time Working pattern: 4 varied shifts over 7 days including early mornings (store opening), late evenings (store closing) and weekends, to be discussed at...

  • Customer Team Leader

    3 weeks ago

    Brighton, United Kingdom Coop Full time

    **Customer Team Leader** Location: 51-57 Longridge Avenue, Saltdean, Brighton, BN2 8LG Pay: £12.10 per hour + great benefits Contract: 18 hours per week + regular overtime, permanent, part time Working pattern: 3 varied shifts over 7 days including early mornings of 6am (store opening), afternoons, late evenings of 10pm (store closing) and weekends, to...

  • Customer Team Leader

    7 months ago

    Brighton, United Kingdom Coop Full time

    **Customer Team Leader** - Location: Mile Oak Road, Portslade, Brighton, BN41 2RB - Pay: £12.10 per hour + great benefits - Contract: 14 hours per week + regular overtime, permanent, part time - Working pattern: 2 varied shifts over 7 days including early mornings (store opening), afternoons, late evenings (store closing) and weekends, to be discussed at...

  • Team Leader

    3 weeks ago

    Brighton, United Kingdom Rockpool Recruitment LTD Full time

    **Team Leader - Customer Operations** We are working with the industry leading business within Travel who have a buzzing office in Brighton. They are busier than ever and are looking for an enthusiastic and experienced team leader/team manager to join them on the customer operations side. **Team Leader - What will I be doing?** You will be one of 4...

  • Team Leader

    2 weeks ago

    Brighton, United Kingdom Amex Full time

    At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re...

  • Service Desk Team Leader

    2 weeks ago

    Brighton, United Kingdom GerrardWhite Full time

    **Service Desk Team Lead - Hybrid working - Brighton 2 days per week - £32,000** **A leading healthcare Provider based in Brighton are looking for a Service Desk Team Leader to join their IT Operations department.** **Requirements for the successful Service Desk Team Leader** **What's on offer for the successful Service Desk Team Leader** - Salary up to...

  • Customer Team Leader

    1 week ago

    Brighton and Hove, United Kingdom Co-op Full time

    Closing date: 14-01-2025 Customer Team Leader   Location: Ridgeland House, Dyke Road, Hove, BN3 1TX Pay: £13.32 per hour Contract: 20 hours per week + regular overtime, 3 month temporary contract, part time Working pattern: 4 to 5 varied shifts over 7 days including early mornings (store opening), afternoons, late evenings...

  • Sales and Customer Service Team Member

    2 weeks ago

    Brighton, Brighton and Hove, United Kingdom 1-Stop Design Shop, Inc. Full time

    Team Member Description: We are seeking a highly skilled and motivated individual to join our sales and customer service team as a Sales and Customer Service Team Member. In this role, you will provide exceptional customer service, assist with sales and merchandise displays, and maintain a high level of product knowledge.Key Responsibilities:Provide...

  • Team Leader

    2 weeks ago

    Brighton, United Kingdom Ann Summers Full time

    **We’re on the hunt for a TEAM LEADER in our **Brighton** store, someone who is results-driven and absolutely service obsessed! Could that be YOU?** You’ll be accountable for leading the success of the retail team and their performance; **INSPIRING** them to be the best they can be **COACHING** them so they have what it takes to thrive...

  • Team Leader Administration

    3 weeks ago

    Brighton, United Kingdom Searches UK Full time

    **Team Leader (Administration)** At Searches UK, our mission is to make conveyancing the easy part of buying and selling property and this drives everything we do. Our business and our people have our values in common; Passionate, Curious, Driven and Unified, and because of this we have a culture that is kind, supportive, fun and inclusive. Searches UK is a...

  • Sales Team Leader

    2 weeks ago

    Brighton, United Kingdom Surecover Group Full time

    **Telesales Team Leader** **Salary - £25,000 - £30,000 + commision. OTE £50,000** **Location - Brighton** **Permanent - Full time** **Working pattern - Monday - Friday** **About Surecover Group** Following significant growth, Surecover Group seek an experienced Sales Team Leader to lead a team of 8. We are an exciting company that has grown...

  • Team Leader

    6 days ago

    Brighton, United Kingdom B&Q Full time £25,378 - £27,767

    About the role Team Leader Full time - 36.75 hours per week Permanent Contract Shifts available Monday - Sunday, 7.00am - 10.00pm £25,378.08 - £27,766.83 (Plus an £0.54 per hour, store specific location allowance) B&Q Brighton We believe anyone can improve their home to make life better. Every day, we give our millions of customers the ideas, advice,...

  • Team Leader

    2 weeks ago

    Brighton, United Kingdom Gelato Gusto Full time

    _ABOUT GELATO GUSTO_ Gelato Gusto creates Award Winning Artisan Gelato, sorbets, frozen and sweet delights. We use organic milk and the best ingredients we can source. We are looking for an enthusiastic and experienced member of staff to join our team on a full time or part-time basis. We are interested in people of all ages with retail experience. - ABOUT...

  • Customer Services Reps

    3 weeks ago

    Brighton, United Kingdom 3ecruit Full time

    Responsible for handling inbound and outbound non-advisory sales and service related calls from/to customers in line with business and FSA expectations whilst delivering astonishing customer service. **Accountabilities of the role**: - Actively listen and retain information to support the customers enquiry - Obtain and accurately input relevant customer...

  • Telesales Team Leader

    2 weeks ago

    Brighton, United Kingdom Black Sheep Utilities Full time

    Black Sheep Utilities are looking for a Telesales Team Leader to join our flock of passionate individuals! Are you a strong leader who is proactive and determined to succeed? If so, we would love to hear from you! We are looking for someone who has a passion for building and leading teams to join our flock as a Team Leader. This role will support our...

  • Telesales Team Leader

    2 weeks ago

    Brighton, United Kingdom Black Sheep Utilities Full time

    Black Sheep Utilities are looking for a Telesales Team Leader to join our flock of passionate individuals! Are you a strong leader who is proactive and determined to succeed? If so, we would love to hear from you! We are looking for someone who has a passion for building and leading teams to join our flock as a Team Leader. As an integral part of the...

  • Branch Team Leader

    4 weeks ago

    Brighton, Brighton and Hove, United Kingdom Care By Us Ltd Full time

    **Job Title:** Branch Team Leader - Care ServicesA Leadership Role in Delivering Exceptional CareWe are looking for an experienced Care Operations Director to join our team as a Branch Team Leader. In this role, you will be responsible for leading a team of care professionals in delivering high-quality services to our service users.The ideal candidate will...