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Customer Service Team Lead
1 month ago
About the Role:
Our client, a leading financial services provider based in Liverpool, is seeking a professional Customer Service Team Lead to join their organisation on a permanent basis. As they continue to expand, they are looking for an experienced team leader to oversee their frontline service teams, ensuring they provide efficient, compliant and high quality support to both internal and external customers.
Key Responsibilities:
Lead and manage a team of customer service advisors, ensuring high levels of engagement, performance and service delivery
Oversee the day-to-day handling of customer enquiries, complaints and requests across various channels including phone, email and webchat
Set team goals, monitor KPIs and conduct regular performance reviews
Identify training needs and provide coaching to team members
Analyse customer feedback and operational data to identify areas of improvement
Manage both in office and remote team members, fostering a collaborative and supportive work environment
Ensure that all customer interactions and processes comply with industry regulations and company policies
Requirements:
Understanding of the financial services market, but full training will be provided
Proficient with all Microsoft packages and able to analyse data for reporting and decision-making
What We Offer:
Great city centre location
Hybrid model
Competitive salary
Pension scheme
Professional development
