Team Lead, Customer Service- Temporary Contract

1 day ago

Chester, United Kingdom Widex Sivantos Audiology Group Full time

Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.Step into a role that lets you make a real impact while getting your solid taste of team leadership. As a TeamLead for Customer Service Team, this 12-month maternity cover is your chance to lead, coach, and elevate a high-performing team—without needing decades of management experience. You’ll drive KPIs, own key customer touchpoints, and shape service quality across multiple channels. If you’re ready to level up and prove your leadership potential, this is the perfect place to do it.What you will doAct as the primary contact for B2B customers across phone, chat, and case management channelsProvide Level 1 support, resolving inquiries and escalating issues according to established proceduresMaintain accurate customer and interaction data within the CRM systemConfidently advise customers on multi-brand product portfolios and provide effective troubleshooting solutionsManage complaints in line with regulatory requirements and deliver a high standard of serviceTrain and support customers based on their specific needsMonitor and develop team members through feedback, coaching, and targeted skill developmentIdentify process improvement opportunities and share recommendations with management.What you bringExperienceCustomer facing/ call center experienceProven experience leading teams, including coaching and supporting team membersTrack record of setting, maintaining, and achieving both personal and team KPIsAbility to maintain accurate CRM data to support reporting and trend analysis.Personal competenciesAbility to quickly learn and navigate complex product portfoliosHighly motivated and driven to deliver an exceptional customer experience in every interactionStrong attention to detail with a consistent, quality-focused approach.At WSA, we provide innovative hearing aids and hearing health services.Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.Sounds wonderful? We can't wait to hear from you.WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self. #J-18808-Ljbffr

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