Customer Service Team Leader

2 weeks ago

Middlesbrough, Middlesbrough, United Kingdom Randstad Perm Professionals Full time

About the Role

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Randstad Perm Professionals. As a key member of our operations team, you will be responsible for leading a small team of customer service advisors and ensuring that all processes are adequately covered to deliver exceptional service.

Key Responsibilities

  • Plan and organize the customer service team to ensure that all processes are adequately covered and service is delivered to the highest standard.
  • Lead daily meetings with the team to discuss goals, progress, and any challenges.
  • Establish and maintain effective communication channels to improve and promote service excellence.
  • Support the development of a positive and motivated team culture, inclusive of customer service, warehouse, and driver teams.
  • Share knowledge, experience, and information with others to drive continuous improvement.
  • Monitor team activities to ensure that each member has the necessary skills and competence to achieve their goals.
  • Adapt your approach and style of interaction to suit different people and situations.
  • Identify and address staff shortages, arranging appropriate cover to maintain service levels.
  • Collaborate with others to achieve team and individual objectives.
  • Seek feedback from staff, listen to concerns, and take appropriate action.
  • Commit to decisions made with the team and demonstrate personal involvement in motivating, coaching, and supporting team members.
  • Provide regular feedback and recognition to team members.

About You

We are looking for a candidate with:

Customer service experience, preferably in a team leader or supervisor role.Confident and clear communication skills across all contact channels.Demonstrated ability to work in a fast-paced, customer-facing environment, maintaining high levels of customer service.Capability to prioritize workload and solve problems.Able to remain focused in a busy telephone and retail environment.Willingness to learn about industry, products, customer, and agent requirements.Driving license and access to a vehicle, as you will be required to visit other nearby locations.

What We Offer

  • Branch-based bonus scheme.
  • Salary circa £30,000.
  • Company laptop and phone.
  • Extended parental support leave.
  • Mentoring schemes.
  • Perks at work.
  • Dedicated talent development team to support career progression.
  • Generous pension scheme: up to 5% employee contribution, matched with 10% employer contribution.
  • 25 days holiday + bank holidays.

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