Customer Service Team Leader

3 weeks ago


Washington, Sunderland, United Kingdom END. Full time
Key Responsibilities:

As a Customer Service Team Leader at END., you will oversee the workflow for the CS Advisor team, managing contact volumes, team workload, daily tasks, and personal development targets.



  • Take charge of a sub-team of advisors, directly managing their performance development, monitoring quality of work, celebrating success, and delivering tailored training programs.
  • Act as a Quality Standards Ambassador, ensuring we provide the best possible Customer Experience, within our contractual SLAs.
  • Support the team in investigating and resolving complex queries and assist with Customer Escalations.
  • Communicate effectively with other Team Leaders/CS Management to improve customer success and support the evolution of the CS department.
  • Maintain regular 121s with team members to ensure employees are hitting targets, supporting development, and ensuring employee satisfaction.
  • Contribute to interviews and streamline Onboarding and Training programs for New Recruits.
  • Support the Customer Service Manager and Assistant Manager with additional tasks and collaborate with the People Team on processes like Return to Work interviews and Absence Management Meetings.
  • Review and improve internal processes to ensure effective and efficient resolutions, working with fellow Internal Stakeholders to achieve this.
  • Promote a safe and supportive working environment as a Wellbeing Champion, facilitating open-door feedback sessions and communicating 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 with a positive, can-do attitude and driving a departmental culture aligned with the company values.

Skills and Experience:



  • Strong management skills and a 'Can-Do' attitude, with previous success in a fast-paced, Customer-Focused environment.
  • Confident in handling customer escalations and managing difficult conversations.
  • Excellent communication, planning, and organizational skills for conducting 121 meetings and team workshops.
  • Good understanding of team integration and collaboration with other teams to achieve departmental objectives.
  • Proficient in Microsoft Office programs and able to work autonomously while being an integral team member.
  • Excellent organizational and time management abilities, with a dynamic approach to problem-solving.
  • Friendly, kind, and approachable, passionate about colleague engagement and creating a culture that strives for excellence.

What We Offer:



  • 29 days holiday, including bank holidays and your birthday.
  • Company pension scheme.
  • Generous staff discount.
  • Access to the Employee Assistance Program.
  • Opportunities for professional development and career progression.
  • Free Onsite parking.

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



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