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Customer Service Team Leader

About the role

Customer Service Team Leader - £25,000 + Benefits

We’re searching for several Team Leaders who have experience of leading successful contact centre teams, to join our client’s large scale BPO contact centre based in central Middlesbrough.

Your role will be to lead a team of customer service advisors in a fast-paced, high performing, vibrant inbound contact centre, ensuring they deliver excellent customer service on every call.

Our client prides themselves on excellent Customer Satisfaction and Quality so good knowledge and attention to follow process detail is important.

They offer free on-site parking and the flexibility to work from home after completing training.

Responsibilities:

  • Lead a team of Customer Service Advisors to ensure they are doing the right thing for customers and the business
  • Motivate, develop, coach and train employees to set performance standards including monitoring of SLAs and KPIs.
  • Work with other leaders to deliver operational improvements
  • Adhere to quality procedures and associated time frames
  • Stakeholder and service colleague relationship management
  • Daily management of your team and conducting team meetings

About you:

You will:

  • Have contact centre leadership experience, ideally within a financial services environment
  • Be truly passionate about people development and customer experience
  • Be able to deliver under pressure, manage your time optimally and work on your own initiative
  • Have excellent analytical, decision making and problem-solving skills
  • Be self-motivated, ambitious and driven

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