Customer Service Team Leader

1 day ago

Milton Keynes, United Kingdom 1st Choice Rec Full time

**Customer Experience Team Leader - Customer Care (Hybrid working)**
- Up to £32,000
- Monday to Friday
- Hybrid working (3 days WFH / 2 days in the office)
- 9am-5.30pm
- 37.5 hours per week

As a Customer Experience Team Leader, you will have 2 key focuses in your role:
**Operational management**: you will be responsible for resource planning, operational support, and workload management.

**People management**: you will be responsible for recruitment, performance, and quality.

Working closely with the Customer care team you make sure standards are achieved across all channels and that the busy Contact Centre runs effectively and efficiently.

You’ll lead, coach, inspire and support your team’s development to maximise performance and productivity, ensuring your team are delivering a first-class customer experience on every interaction with the customer.

This position will involve a mixture of home and office-based working.

**Role Responsibilities will include**:

- Actively develop a deep understanding of our customers and consumers and how your role supports our goals
- Work with the team manager to help shape the strategic direction, vision and objectives for the team based on clear rational, analysis and insights
- Pro-actively contribute to initiatives that aim to improve our customer or consumer experience, both identifying your own contribution and supporting others in theirs
- Provide day to day support for individuals in your team, ensuring they have what they need to be successful and that any personal or performance related concerns are promptly addressed
- Be available to guide, support and encourage your team, tailoring your approach to each person’s individual needs, strengths, and areas of development
- Monitoring and managing the activity of your team to make sure that we meet all service delivery KPIs and standards.
- Onboarding new members of the team and giving them the foundations to succeed
- Effectively managing the team workload, knowing what levers to pull when necessary and having the confidence to do so.
- Handling escalations to resolve customer complaints with an eye to preventing repeat complaints

**The Person will**:

- Remain cool under pressure and maintain sound judgement
- Take ownership for their actions and the effect they have on the business and colleagues
- Anticipate and adjusts for problems or challenges that may occur
- Follow through on commitments and be trusted to get things done
- Actively encourage contributions from all those around them, supporting a culture of accountability & transparency
- Completely trusted to keep confidences
- Create an environment which recognises and acknowledges that mistakes provide learning opportunities
- Provide challenging and stretching goals to develop direct reports
- Respond positively to change and support and encourage others to do the same
- Be approachable, assertive and self aware

1st Choice Staff Recruitment is an equal opportunities employer and acts as both an Employment Agency & Business.

  • Team Leader

    2 weeks ago

    Milton Keynes, United Kingdom EAC Consulting Group Full time

    EAC are currently recruiting for three additional team leaders on a permanent basis for a well-known, progressive Hotel chain that has gone from strength to strength over the past couple months based in Milton Keynes **Milton Keynes** 1 x Team leader (day shifts) 7am-3pm or 3pm till 11pm - 40 hours per week - £20,000 - £21,0000 1 x Team leader (day...

  • Customer Service

    2 weeks ago

    Milton Keynes, United Kingdom Jackie Wilsher Staff Service Full time

    We are currently recruiting for a well established company based in Milton Keynes who are seeking a Customer Care Team Leader to join their team. The working hours are 9am-5:30pm - Monday - Friday. This role involves a large element of customer service,therefore, lot's of experiance is required. **Purpose of the role**: Oversee daily operations of a...

  • Customer Service Team Leader

    1 day ago

    Milton Keynes, United Kingdom The Curve Group Full time

    **Job title**: Customer Service Team Lead **Location**: Milton Keynes **Hybrid Role - **Site visits for team days **Job Summary**: The role will work closely in conjunction with the Head of Account Servicing and Customer Service advisors to support and be responsible for the day to day running of the Customer Service team. Use experience and skills to...

  • Customer Service Team Manager

    2 weeks ago

    Milton Keynes, United Kingdom Return on Investment Ltd Full time

    We are looking to recruit a Team Manager to lead, support and motivate the Customer Service Team responsible for our Kia Client. We currently offer a hybrid working model, supporting our client service level agreements, and providing flexibility to our employees. You will have a great blend of 3 days per week in our Milton Keynes office working alongside...

  • Customer Services

    2 weeks ago

    Milton Keynes, United Kingdom IKEA Full time

    Here at Milton Keynes we are looking for a Customer Service Team Leader to join our Customer Service team. WHAT WE OFFER This is a 39hr permanent contract working 5 days over 7 with every second weekend off. With shifts between the hours of 8am till 21:30pm. A degree of flexibility will be required due to the needs of the business. WORKING WITH US HAS ITS...

  • Customer Operations Team Leader

    7 days ago

    Milton Keynes, United Kingdom Motor Insurers' Bureau Full time

    Job Role At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately. Last...

  • Customer Services

    5 days ago

    Milton Keynes, United Kingdom IKEA Full time

    WHO YOU ARE Here at Milton Keynes we are looking for a Customer Service Team Leader to join our Customer Relations team. WHAT WE OFFER This is a 39hr permanent contract working 5 days over 7 with every second weekend off. With shifts between the hours of 8am till 21;30pm. A degree of flexibility will be required due to the needs of the business. WORKING...

  • Customer Experience Team Leader

    3 days ago

    Milton Keynes, United Kingdom 1st Choice Rec Full time

    **Our Milton Keynes based client is looking for a Customer Experience Team Leader to join them on a full time, permanent basis.** **Position**:Customer Experience Team Leader **Hours**:Monday to Friday, 9am to 5.30pm **Salary**:£30,000 - £35,000 **The job will involve** - Managing the day-to-day workload of your team. - Side by side phone coaching...

  • Team Member

    2 weeks ago

    Milton Keynes, United Kingdom EAC Consulting Group Full time

    EAC are currently recruiting for one additional team member (nights) on a permanent basis for a well-known, progressive Hotel chain that has gone from strength to strength over the past couple months based in Milton Keynes **Milton Keynes** 1 x Team Member (Nights) 11.00pm until 7am - 32hrs per week - £17.000-£18,000 **Job Title** Team Member (Customer...

  • IT Service Desk Team Leader

    7 days ago

    Milton Keynes, United Kingdom Managed 247 Ltd Full time

    We are currently looking for a Service Desk Team Leader to join our team. We are looking for individuals with a passion for providing excellent customer service with a background in a similar role. You will be passionate, professional with a can-do attitude at all times and be versatile to all types of people and challenges. The role is primarily Monday to...