Role: Customer Service Team Leader

Hours: Monday to Friday 9-5.30 plus 1 Saturday per month

Salary: £38,000 Plus bonus

Location: Manchester, Hybrid 3 days office 2 days at home

Type: Permanent

Are you a highly motivated and experienced Customer Service Team Leader?

As the Team Leader, you will be responsible for supervising and managing a team of customer service representatives to ensure exceptional customer service delivery.

What you will be doing:

• Supervise and manage a team of customer service representatives
• Collaborate with other departments to resolve customer issues and improve processes
• Conduct Coaching sessions focusing on better customer service and improving performance
• Develop a sense of accountability, ownership, and responsibility in your people to allow them to carry out their professional responsibilities, with the best interest of the customer in mind.
• You will need to be involved in projects and work that are outside of your team.
• You will have a responsibility to shape your departments strategy and work
• Collaborate with other departments to resolve customer issues and improve processes
• Handle escalated customer inquiries or complaints in a professional and timely manner
• Train new team members on company policies, procedures, and customer service best practices
• Foster a positive work environment that promotes teamwork and employee engagement

What we are looking for:

• Excellent communication skills
• Proven experience in supervising and managing a customer service team
• Ability to effectively communicate with customers
• Strong leadership abilities with the ability to motivate and inspire a team
• Analytical skills to assess team performance metrics and identify areas for improvement
• Responsible for own personal development and becoming a better leader
• Planning and organisation skills
• Able to create a customer focused high performing environment

If you are an experienced customer focused leader who can drive a dynamic team to achieve results, please apply.