Customer Service Team Lead

2 months 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 key member of our Customer Service department.

Key Responsibilities
  • Oversee the workflow for the CS Advisor team, ensuring efficient management of contact volumes, workload, and personal development targets.
  • Directly manage a sub-team of advisors, monitoring performance, delivering tailored training programs, and supporting their development journey.
  • Lead by example, acting as a Quality Standards Ambassador, and ensure the delivery of exceptional Customer Experience within contractual SLAs.
  • Assist and coach the team in investigating and resolving complex queries and support with Customer Escalations.
  • Collaborate with other Team Leaders/CS Management to improve customer success and support the evolution of the CS department.
  • Hold regular 121s with team members to ensure they are hitting targets, supporting development, and maintaining employee satisfaction.
  • Support with interviews, Onboarding, and Training programs for new recruits.
  • Support the Customer Service Manager and Assistant Manager with additional tasks and processes, including Return to Work interviews and Absence Management Meetings.
  • Review and improve internal processes to ensure effective and efficient resolutions, collaborating with internal stakeholders.
  • Act as a Wellbeing Champion, ensuring the team feels safe and supported, and orchestrating regular Open Door feedback sessions.
  • Create a motivating working environment for the team.
What You'll Be Able to Demonstrate
  • Strong management skills and a 'Can-Do' attitude, with previous success in a fast-paced, customer-focused environment.
  • Confident in handling customer escalations, managing difficult conversations, and taking ownership of issues.
  • Ability to conduct 121 meetings and team workshops through excellent communication, planning, and organizational skills.
  • Good understanding of team integration and collaboration with other teams to achieve departmental objectives.
  • A suitable degree of PC literacy, especially within Microsoft Office programs.
  • Ability to work autonomously while remaining an integral member of the team.
  • Excellent organizational and time management abilities with a dynamic approach to problem-solving.
  • Friendly, kind, and approachable, with a passion for colleague engagement and creating a culture that strives for excellence.
What We Can Offer You
  • 29 days holiday (including bank holidays and your birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Program
  • 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.

  • Customer Service Team Lead

    4 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that our customers receive exceptional service.Key...

  • Customer Service Team Lead

    4 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that our customers receive exceptional service.Key...

  • Customer Service Team Lead

    3 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that they provide exceptional customer experiences.Key...

  • Customer Service Team Lead

    3 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that they provide exceptional customer experiences.Key...

  • Customer Service Team Lead

    1 month ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that they provide exceptional customer experiences.Key...

  • Customer Service Team Lead

    1 month ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that they provide exceptional customer experiences.Key...

  • Customer Service Team Lead

    2 months ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking an experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that we deliver exceptional customer experiences.Key Responsibilities:Lead a team of...

  • Customer Service Team Lead

    2 months ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking an experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that we deliver exceptional customer experiences.Key Responsibilities:Lead a team of...

  • Customer Service Team Lead

    1 month ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that we deliver exceptional customer experiences.Key...

  • Customer Service Team Lead

    1 month ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that we deliver exceptional customer experiences.Key...

  • Customer Service Team Lead

    3 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAt END., we're looking for a highly skilled and experienced Customer Service Team Leader to join our team. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that our customers receive the highest level of service.Key...

  • Customer Service Team Lead

    2 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    About the Role:We are seeking a highly skilled Customer Service Team Lead to join our team at END. As a key member of our Customer Service department, you will be responsible for overseeing the workflow of our CS Advisor team, managing contact volumes, and ensuring the team's workload is efficiently managed.Key Responsibilities:Manage the contact volumes...

  • Customer Service Team Lead

    4 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that they provide exceptional customer experiences.Key...

  • Customer Service Team Lead

    4 weeks ago

    Washington, Sunderland, United Kingdom END. Full time

    Job Title: Customer Service Team LeaderAbout the Role:We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at END. As a key member of our Customer Service department, you will be responsible for leading a team of Customer Service Advisors and ensuring that they provide exceptional customer experiences.Key...

  • Customer Service Team Lead

    2 weeks 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...

  • Customer Service Team Lead

    2 months 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 key member of our Customer Service department.Key Responsibilities:Oversee the workflow for the Customer Service Advisor team, ensuring efficient management of contact volumes, team workload, daily tasks, and personal development...

  • Customer Service Team Lead

    2 months 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 key member of our Customer Service department.Key Responsibilities:Oversee the workflow for the Customer Service Advisor team, ensuring efficient management of contact volumes, team workload, daily tasks, and personal development...

  • Customer Service Team Lead

    2 months ago

    Washington, Sunderland, United Kingdom END. Full time

    About the Role:We are seeking a highly skilled and experienced Team Leader to join our Customer Service team at END. As a Team Leader, you will be responsible for overseeing the workflow of the CS Advisor team, managing contact volumes, and ensuring the team's workload is efficiently managed.Key Responsibilities:Manage a sub-team of advisors, providing...

  • Customer Service Team Lead

    2 months ago

    Washington, Sunderland, United Kingdom END. Full time

    About the Role:We are seeking a highly skilled and experienced Team Leader to join our Customer Service team at END. As a Team Leader, you will be responsible for overseeing the workflow of the CS Advisor team, managing contact volumes, and ensuring the team's workload is efficiently managed.Key Responsibilities:Manage a sub-team of advisors, providing...

  • Customer Service Ambassador

    3 weeks ago

    Washington, Sunderland, United Kingdom Nationwide Building Society Full time

    About the RoleWe are seeking a highly skilled and motivated Customer Representative to join our team at Nationwide Building Society. As a Customer Representative, you will be the face of our organization, providing exceptional customer service and support to our members.Key Responsibilities:Provide personalized support to customers through various channels,...