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Customer Service Team Lead

2 months ago

Middlesbrough, United Kingdom Randstad Full time
Customer Service Team Leader

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Randstad Business Support. As a key member of our customer service team, you will be responsible for leading a small team of customer service advisors, focusing on delivering exceptional service, advising on best practices, and leading by example.

Key Responsibilities:

  • Plan and organize the customer service team to ensure all processes are adequately covered and service is at least at agreed levels. Lead daily meetings with the team.
  • Establish and maintain effective communication channels to improve and promote service excellence.
  • Support a range of teams, including customer service, warehouse staff, and drivers, to foster teamwork and workforce motivation.
  • Share knowledge, experience, and information with others to drive service improvement.
  • Monitor activities to ensure each team member has the necessary skills and competence to achieve service excellence.
  • Adapt your approach and style of interaction depending on the people and/or situation.
  • Identify staff shortages and arrange appropriate cover.
  • Work collaboratively with others to achieve team and individual objectives.
  • Seek staff feedback, listen to concerns, and take appropriate action.
  • Commit to decisions made with the team.
  • Ensure personal involvement in motivating, coaching, and supporting the team.
  • Provide regular feedback and recognition.

About You:

  • Proven customer service experience
  • Team leader or supervisor experience
  • Confident and clear communication skills across all contact channels
  • Demonstrated ability to work in a fast-paced, customer-facing environment, maintaining high levels of customer service
  • Capable of prioritizing workload and solving problems
  • Able to remain focused in a busy telephone and retail environment
  • Willingness to learn about industry, products, customer, and agent requirements
  • Driving license and access to a vehicle, as you will be required to visit other nearby locations

Benefits:

  • Branch-based bonus
  • Salary: Circa £30,000
  • Company laptop and phone
  • Extended parental support leave
  • Mentoring schemes
  • Perks at work
  • Dedicated talent development team to help your career progress
  • Generous pension scheme: Up to 5% employee contribution, matched with 10% employer contribution
  • 25 days holiday + BH

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.