Customer Service Team Leader

Customer Service Team Leader – Permanent – £27,000 per annum – Based on the outskirts of Nottingham (North) – Offering Hybrid Working 

Reed Talent Professionals are partnering with a client in the education sector in the search for a Customer Service Team Leader to join their team.  The Customer Service Team Leader will manage a small team of Customer Service Advisors, ensuring high-quality customer service and satisfaction.  

Our friendly client is committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, they create teams of talented people from different backgrounds, and experiences and strive to be a business where our people can bring their whole selves to work. 

The Customer Service Team Leader will support the Contact Centre Operations and Service team, managing a team of Customer Service Advisors in ensuring that customers receive achieve accuracy with orders placed, manage all types of customer contact, resolve queries, continuous development of team members, implement processes, procedures, technologies, and strategies delivering first class customer experience.

Day to Day of the role:

• Manage the workload of the team, optimising service provision, target achievement, and customer satisfaction.
• Ensure the team adheres to established processes and procedures to meet KPIs, SLAs, and quality standards.
• Monitor service needs, liaise with stakeholders to identify improvement areas, and implement service enhancements.
• Produce, collate, and analyse statistical information to evaluate team efficiency and performance.
• Supervise, coach, and monitor team members, conducting meetings, appraisals, and development reviews.
• Recruit, induct, and develop a team to deliver front-line and back-office customer services, ensuring timely and accurate resolution of enquiries and complaints.
• Support the implementation of new technologies and systems to enhance service efficiency.
• Maintain health and safety, security, and customer service standards, ensuring team adherence to HR policies.
• Occasionally perform duties of a Customer Services Advisor to maintain service levels.

Required Skills & Qualifications:

• Experience in a Customer Service/Contact Centre environment.
• Previous Team Leader experience in a similar setting.
• Understanding of contact centre methodologies and technologies.
• Approachable, flexible, and inquisitive nature.
• Ability to use initiative with excellent communication skills.
• Organised with good attention to detail.
• Strong customer focus and team player mentality.

Benefits:

• Hybrid working options
• Competitive salary and core benefits package including private medical healthcare, life assurance
• Group Personal Pension Plan.
• Performance-related bonus for eligible roles.
• Voluntary benefits such as additional annual leave, dental plan, health assessments, and cycle to work scheme.
• Referral bonus for recommending new employees.

To apply for this Customer Service Team Leader position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role. Please note that we are committed to an inclusive recruitment process and encourage you to discuss any necessary arrangements with your potential line manager during the recruitment process.