Customer Service Team Lead

7 hours ago

Manchester, United Kingdom AQA Full time

**Customer Service Team Lead**

**Permanent**

**Manchester: £34,470 - £41,040**

**Hybrid Working**

**Are you ready to elevate your leadership skills in a role where every day is a new opportunity to make an impact?**

**Imagine driving seamless customer service operations that delight customers and inspire teams. Think about leading dynamic teams through exciting peak delivery periods.**

As part of the Customer Services Delivery leadership team, the Customer Service Team Lead (which internally is known as Delivery Support Lead) plays a key role in ensuring smooth operations during our busiest periods. Working closely with Customer Services Managers and Team Managers, you will oversee seasonal operations and manage temporary Team Leaders, who in turn lead teams of temporary Customer Service Advisors.

During peak delivery periods (March to September), your focus will be on leading daily operations to ensure high-quality customer service. You will manage recruitment, onboarding, and performance reviews, fostering a collaborative environment where colleagues can succeed. Your proactive approach ensures resources are aligned to meet customer needs, delivering efficient and effective service.

Out of peak periods (October to February), you will work on planning and process improvements, identifying opportunities to enhance operations for future peaks. By collaborating with teams across the organisation, you will ensure Customer Services is prepared to deliver exceptional service when demand is at its highest.

Regular interaction with stakeholders-including Customer Experience, Operations, Technology, and Recruitment teams-ensures seamless coordination across the business, all with the goal of keeping customers at the centre of everything we do.

**What's in it for me?**
- A great pension which could see up to 18.5% combined contributions
- 25 days annual leave with Bank Holidays and extra closure days at Christmas on top
- Corporate access to the Headspace app and an employee assistance program
- Newly refurbished office with a variety of individual and collaborative workspaces, a subsidised eatery, a games room, a yoga room and onsite gym
- Up to five days paid for volunteering outside of work

**What Do I Need to Be Successful?**
- Proven leadership experience, with the ability to inspire and motivate teams.
- Exceptional organisational skills and the ability to multitask under pressure.
- Proficiency with data analysis tools (e.g., Excel) and CRM systems.
- Strong communication and conflict resolution skills.
- A proactive approach to problem-solving and process improvement.

**Shape Peak Performance with Us**

**What Next?**

Applications close at midnight on 30th November, just follow the link to apply, uploading your most recent CV and a cover letter explaining how your skills and experience match the job description.

Interviews will take place week beginning 2nd December

CRE23

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