Customer Services Team Leader

**About The Role**: Team Leader - Customer Services
Are you committed to the delivery of excellent customer service? Are you looking for a new opportunity in a growing and forward thinking organisation? If so, we want to hear from you.

As a Team Leader in our Customer Services team, you will manage the day to day duty rotas and quality control of the team. You will be on hand to support the resolution of more complex queries received by the team. You will work collaboratively with colleagues across the business to ensure services are delivered in line with our strategic aims, values, policies, and operational standards. You will lead a high performing team delivering to agreed targets, and maximising outcomes for customers and LiveWest.

**Key Responsibilities**:

- **Enhance customer satisfaction**by ensuring effective query resolution, first-call resolution, and proactive service delivery.
- **Lead and develop the team** through coaching, performance management, and fostering a high-performance culture.
- **Ensure compliance and quality** by meeting regulatory standards, audit requirements, and maintaining business continuity.
- **Collaborate across departments** to improve customer service delivery and support operational planning aligned with company values.
- **Drive digital engagement** by managing social media platforms and promoting customer channel shift to digital services.
- **Monitor performance and engagement** through KPIs, colleague feedback, and continuous improvement initiatives.

**Why Join LiveWest**:
At LiveWest, we are passionate about delivering exceptional customer service and making a real difference in people’s lives. As a Team Leader, you will play a key role in shaping a high-performing, customer-focused team, while working in a supportive and forward-thinking environment. You will have the opportunity to lead with purpose, collaborate across departments, and drive innovation in how we serve our communities. If you are ready to take the next step in your leadership journey with an organisation that values integrity, teamwork, and continuous improvement—LiveWest is the place for you.

This role is being offered on a full time, permanent basis working 37 hours per week on shift rotations between 7:30am and 5:30pm, Monday to Friday. This is an office based role in our **Tolvaddon**office.
- Be confident speaking to a wide range of customers, internally and externally in a sensitive and professional manner.
- Customer Service or CIH (or equivalent) qualification (or equivalent experience through work or study), willingness to work towards.
- Have Customer Service Centre experience.
- Have experience in training and coaching.
- Have experience in managing and resolving complaints.
- Demonstrate excellent IT and record keeping skills.
- Have excellent customer service skills.
- Be confident in managing a team of Customer Service Advisers.
- Be able to work as part of a team to deliver and receive feedback.
- Be able to actively work to increase customer satisfaction and ensure achievement of agreed metrics.

**About The Company**:
**Our Reward and Benefits**:

- **Generous Annual Leave**: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
- **Pension Contributions**:Enjoy up to 9% employer contributions with our Defined Contribution scheme.
- **Health Benefits and Perks**:Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
- **Learning and Development**:Invest in your future with ongoing personal and professional growth opportunities.
- **Family Support**: Policies designed to help you balance work and family life, including a new child payment.
- **Wellbeing Matters**: Priorities your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
- **Smarter Travel**: Save with our Cycle to Work and Car Benefit schemes.
- **Giving Back**: Up to four paid volunteering days a year to support our communities.

**About Us**:
At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter