Customer Service Team Lead

1 week ago


Cardiff, Cardiff, United Kingdom BUUK Infrastructure No 2 Limited Full time

Are you a proven leader with a passion for delivering exceptional customer service? We're seeking an experienced Contact Centre Team Manager to join our team at BUUK Infrastructure No 2 Limited.

About the Role

This is a challenging and rewarding role that requires strong leadership skills, excellent communication abilities, and a thorough understanding of performance metrics. As a Contact Centre Team Manager, you will be responsible for leading a team of Customer Service Advisors in delivering consistently excellent service to our customers.

You will work closely with our wider business teams to identify opportunities for process improvements and drive change initiatives to increase performance. Your key responsibilities will include:

  • Leading, coaching, and developing a team of Customer Service Advisors
  • Identifying skills gaps and potential process improvements to increase team and service performance
  • Supporting advisors with challenging situations and taking ownership of complaint handling where required
  • Day-to-day management of contact centre workflows
  • Collaborating with the wider business and actively engaging in staff and customer engagement activities

We are looking for someone with a proven track record of leading a Contact Centre team, good knowledge of technologies, and a thorough understanding of performance metrics. You should be an effective leader with excellent communication skills, able to build relationships at all levels.

In return, we offer a competitive salary package, including at least the cost of living pay increase every year, company pension contributions up to 10%, and 33 days holiday including bank holidays.



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