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DIGITAL CUSTOMER SERVICE TEAM LEADER
Salary: £28,704
Location: Warrington - onsite
Contract: Permanent
Hours: 5 days in 7 (8hr shifts, 40hr per week) between 7am and 9pm on rotation
Are you passionate about delivering exceptional customer service and leading a team to success? We are seeking a Digital Customer Services Team Leader to join our fast-paced and dynamic environment. This role offers the opportunity to manage quality and performance, coach and develop your team, and contribute to creating an engaging and supportive workplace.
About the Role:
- Shift Pattern: 5 days out of 7 on rotation (8.5-hour shifts including lunch), between 7am and 9pm. Weekend work will be required on a rotational basis.
- Start Date: July 2025
- Training: On-site training at Birchwood, including classroom and on-the-job learning.
As a Digital Customer Services Team Leader, you will play a key role in ensuring excellent service for both customers and colleagues across the business. You'll manage performance against agreed frameworks, resolve customer account queries efficiently, support frontline teams with escalations, and deliver engaging coaching sessions to your team.
Key Responsibilities:
- Manage quality and performance against KPIs and SLAs.
- Effectively handle absence management in line with company policies.
- Resolve customer account queries promptly and efficiently.
- Support complaint escalations where necessary.
- Deliver coaching sessions to promote development within your team.
- Foster a team environment that encourages growth and idea generation.
What We're Looking For:We're looking for candidates with experience in managing customer service teams or those with a background in management who are curious about the industry. A positive approach to learning new things is essential.
Benefits Include:
- Competitive salary
- Management bonus schemes
- Company pension scheme
- Employee discounts at online and high street retailers
- Recruitment reward scheme
- Enhanced maternity/paternity leave
How to Apply:If this sounds like the perfect opportunity for you, please apply below. Applications close on 29th August. Please note that if you have applied for this role within the last three months, your application will not be considered.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
