Customer Service Team Lead

5 days ago

Inverness, United Kingdom Marston Group Full time

Job Title: Customer Service Team Lead

Job Summary:

We are seeking an experienced Customer Service Team Lead to join our Operations team at Marston Group. As a key member of our team, you will be responsible for leading and developing a team of Customer Service Agents, ensuring they have the skills and support needed to excel in their roles.

Key Responsibilities:

  • Lead, motivate, and develop a team of Customer Service Agents
  • Monitor performance through KPIs, observation, and auditing
  • Implement individual and team-based action plans for improvement
  • Conduct regular one-to-one meetings, coaching sessions, and performance reviews
  • Ensure effective communication and collaboration within the team

Requirements:

  • Strong team management and supervisory skills
  • Experience in analysing KPIs and managing performance
  • Excellent communication, planning, and organizational skills
  • Ability to handle difficult situations and remain focused under pressure
  • Proficiency in Microsoft Office applications

What We Offer:

  • Full-time, permanent role (37.5 hours per week)
  • Office-based position with a supportive team environment
  • Enhanced Maternity and Paternity Package (subject to eligibility)
  • Health Cash Plan and benefits, including discounts on high street and online shopping, travel, socializing, and wellbeing

About Us:

Marston Group is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. We are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

Equal Opportunities Employer:

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic.

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