Customer Service Team Lead

4 days ago

Washington, Sunderland, United Kingdom END. Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at END. as a key member of our Customer Service department.

Key Responsibilities
  • Oversee the workflow for the CS Advisor team, ensuring efficient management of contact volumes, workload, and personal development targets.
  • Directly manage a sub-team of advisors, monitoring performance, delivering tailored training programs, and supporting their development journey.
  • Lead by example, acting as a Quality Standards Ambassador, and ensure the delivery of exceptional Customer Experience within contractual SLAs.
  • Assist and coach the team in investigating and resolving complex queries and support with Customer Escalations.
  • Collaborate with other Team Leaders/CS Management to improve customer success and support the evolution of the CS department.
  • Hold regular 121s with team members to ensure they are hitting targets, supporting development, and maintaining employee satisfaction.
  • Support with interviews, Onboarding, and Training programs for new recruits.
  • Support the Customer Service Manager and Assistant Manager with additional tasks and processes, including Return to Work interviews and Absence Management Meetings.
  • Review and improve internal processes to ensure effective and efficient resolutions, collaborating with internal stakeholders.
  • Act as a Wellbeing Champion, ensuring the team feels safe and supported, and orchestrating regular Open Door feedback sessions.
  • Create a motivating working environment for the team.
What You'll Be Able to Demonstrate
  • Strong management skills and a 'Can-Do' attitude, with previous success in a fast-paced, customer-focused environment.
  • Confident in handling customer escalations, managing difficult conversations, and taking ownership of issues.
  • Ability to conduct 121 meetings and team workshops through excellent communication, planning, and organizational skills.
  • Good understanding of team integration and collaboration with other teams to achieve departmental objectives.
  • A suitable degree of PC literacy, especially within Microsoft Office programs.
  • Ability to work autonomously while remaining an integral member of the team.
  • Excellent organizational and time management abilities with a dynamic approach to problem-solving.
  • Friendly, kind, and approachable, with a passion for colleague engagement and creating a culture that strives for excellence.
What We Can Offer You
  • 29 days holiday (including bank holidays and your birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Program
  • Opportunities for professional development and career progression
  • Free Onsite parking

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated, and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

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