Customer Service Team Lead
6 days ago
Job Overview:
Mulberry Recruitment is seeking an experienced Customer Service Team Lead to join our team. As a key member of our contact centre, you will be responsible for supporting the Customer Service Team Managers to ensure excellent customer service and meeting department SLAs.
Key Responsibilities:
• Identify potential issues and communicate with the Customer Service management team.
• Manage, capture, and resolve customer escalations and complaints.
• Monitor timekeeping and task adherence, providing feedback to individuals and highlighting concerns to management.
• Conduct a concise handover at the end of each shift.
• Collaborate with the Quality & Training team to support new team members.
Requirements:
• Proven experience in supervising a team, ideally in a contact centre environment.
• Effective communicator with diplomacy and sensitivity, using high standard of written and verbal English.
Salary Information:
The estimated salary for this role is £35,000 - £40,000 per annum, depending on experience.
Benefits:
• 31 days of holiday (including all but 2 public holidays).
• Great company events locally and abroad.
• Birthday Day off.
• 5 days annual leave carry-over.
• Family-friendly leave policies.
• Choice between Bupa Health Cash Plan or Bupa Private Medical.
• Death in service – 4x annual salary from month 1.
• Physical and Mental Wellbeing support and platforms.
• Enhanced maternity leave – 20 weeks full basic pay after 2 years service and 26 weeks full basic pay after 3 years service.
• Paternity leave – 4 weeks full pay after probation.
• Salary Sacrifice options.
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