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Customer Service Team Leader

Location: Leeds

Salary:

Job Type: Permanent

Job ID: 168639

Customer Service Team Leader

 

We’re searching for several Team Leader to join our client’s award-winning multi-channel contact centre.

 

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

 

We are looking for a someone with experience leading successful contact centre teams in the financial services industry .

 

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

 

NewWork is their new way of working. This means when they return to the office they will offer people to spend up to 50% of their time working from home moving forward.

 

Free on-site parking will be available when you are in the office.

 

Responsibilities:

  • Lead a team of c.14 Customer Service Advisors Coordinators in a complex and ambitious operation to ensure they are doing the right thing for customers and the business

  • Develop your team’s performance through monthly 121s and ongoing training and coaching

  • Work with other leaders to deliver operational improvements

  • Empower, motivate and lead your team to meet service levels including SLAs, CSAT, VoC and Quality Assurance

  • Daily management of your team and conducting team meetings

  • Adhere to People Policies

About you:

You will:

  • Have significant contact centre leadership in 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

 

Key words: Customer Service Team Leader, Customer Service Team Manager, Contact Centre Team Leader, Contact Centre Team Manager, Team Manager, Team Leader, Financial Services