Customer Service Team Lead

1 month 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 Senior Customer Experience Manager. This is a leadership role that requires a strong management background and a 'Can-Do' attitude, with previous success in a fast-paced, customer-focused environment.

Key Responsibilities:

  • Oversee the workflow for the CS Advisor team, managing contact volumes, team workload, daily tasks, and personal development targets.
  • Take on a sub-team of advisors to directly manage their performance development, monitoring quality of work, celebrating success, delivering tailored training programs, and supporting the advisor development journey.
  • Lead by example, acting as a Quality Standards Ambassador, ensuring we provide the best possible Customer Experience within our contractual SLAs.
  • Assist and coach the team in investigating and resolving complex queries and support with any Customer Escalations.
  • Communicate effectively with other Team Leaders/CS Management to collaboratively improve customer success and support the evolution of the CS department.
  • Hold regular 121s with team members to ensure employees are hitting their targets, supporting development where necessary, and ensuring employee satisfaction is at the heart of what we do.
  • Support the Customer Service Manager and Assistant Manager with additional tasks when needed and support our People Team with processes including Return to Work interviews and Absence Management Meetings.
  • Constantly review and improve our Internal Processes to ensure we are able to offer effective and efficient resolutions, collaborating with fellow Internal Stakeholders to achieve this.
  • Be a Wellbeing Champion, ensuring our Team feels safe and supported within the workplace, orchestrating regular Open Door feedback sessions, and communicating any action points to wider management.
  • Create a motivating working environment for the team.
  • Recognize the diversity of the team and the complexity of the CS Advisor role, leading and motivating the team with a positive, can-do attitude, and drive a departmental Culture that sits in line with the company Values.

About You:

We are looking for someone with strong management skills, a 'Can-Do' attitude, and previous success in a fast-paced, customer-focused environment. You should be confident in handling customer escalations, managing difficult conversations, and taking ownership of issues until a suitable resolution is achieved.

What We Offer:

  • 29 days holiday (including bank holidays and your birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Programme
  • 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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