Customer Service Team Leader

7 days ago

Bellshill, United Kingdom Saltire Full time

**Job Summary**:
**Key Responsibilities**:

- **Team Leadership**: Lead, motivate, and manage a team of Customer Service Representatives to achieve individual and team performance targets.
- **Performance Monitoring**: Regularly monitor and assess team performance against key performance indicators (KPIs), providing feedback, coaching, and support to improve results.
- **Training & Development**: Conduct training sessions, assist in onboarding new team members, and provide continuous development opportunities to enhance team skills and performance.
- **Customer Service Excellence**: Ensure the team delivers high-quality customer service, resolving complex customer queries, complaints, and issues efficiently and professionally.
- **Team Motivation**: Foster a positive and supportive work environment, encouraging teamwork, enthusiasm, and a customer-first mindset among team members.
- **Reporting & Analysis**: Compile performance reports and analysis for management, highlighting areas for improvement and recommending actions to achieve business objectives.
- **Process Improvement**: Identify opportunities to streamline processes, improve customer service delivery, and enhance team efficiency.
- **Resource Allocation**: Manage team resources effectively, ensuring appropriate coverage during peak times and maintaining service levels.
- **Quality Assurance**: Ensure team members follow company policies, procedures, and quality standards when handling customer interactions.
- **Conflict Resolution**: Address and resolve any escalated customer complaints or team-related conflicts, maintaining a positive customer experience and a harmonious team dynamic.
- **Collaboration**: Work closely with other departments (e.g., HR, Operations) to ensure the smooth running of the call centre and the alignment of team goals with company objectives.

**Skills & Qualifications**:

- Proven experience in a Call Centre or Customer Service environment, with at least 1-2 years of team leadership or supervisory experience.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written.
- Good understanding of call centre KPIs and performance metrics.
- Ability to manage and resolve escalated customer complaints in a calm and professional manner.
- Strong problem-solving and decision-making abilities.
- Proficient in using CRM systems, call centre software, and Microsoft Office Suite.
- Ability to multitask and thrive in a fast-paced environment.
- Strong organisational and time management skills.
- A positive and proactive attitude towards customer service and team management.

**Back Shift: Which is 2:30pm - 11:00pm Mon to Fri**

**Weekend cover, which is 1 weekend in 4 plus 1 Sunday with days off during the week to compensate.**

**On call rotation for call centre emergencies (Additional payment for on call)**

Pay: From £30,000.00 per year

**Experience**:

- Customer Service: 5 years (required)
- Supervisory: 2 years (required)

Work Location: In person

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