Customer Services Team Leader

We are delighted to be partnered with our friendly, professional, large, very established and award winning client as they seek to recruit a Customer Services Team Leader to join their team within their modern offices in Haywards Heath. This is an excellent opportunity to join a very established company where career opportunities are plentiful.

Customer Services Team Leader

Full time permanent role - office based during training period of around one month, then moving to 2 or 3 days in the office and the rest working from home - full IT equipment and set up provided. You can work in the office 5 days per week if you prefer.

Mon-Fri 0900-1730

Company based in Haywards Heath - very close to all public transport links.

Salary £32000-£34000 per annum, depending on experience plus excellent all round company benefits which includes: 25 days holiday plus all UK bank holidays, extra day of holiday to use on a special occasion, one paid day to volunteer, annual bonus scheme, excellent pension scheme, perkbox discounts, public transport season ticket loans, free parking on a first come first served basis, rail discount cards plus loads more!!

This is an excellent opportunity to join a busy team within a large and very successful organisation. My client is seeking someone with strong office based customer service experience along with good leadership skills and experience from a customer service / call centre type environment. This role involves managing a team of 10 and is subject to DBS and full reference checking.

The role - Customer Services Team Leader

You’ll manage the daily operations and management of a Customer Service team to measurably improve the customer experience by leading, championing and assessing continuous improvement activity. You will shape the future of the operation, ensuring customers receive a friendly, professional, and consistently high-quality service in a busy contact centre / inbound customer service environment.

Duties will include:

Daily team management ensuring the team have the tools and capabilities to fulfil their functions

Maintaining a top performing, highly engaged culture

Performing regular process reviews to understand and improve the customer experience

Coach, mentor and develop the team

Gather and analyse performance data

Ensure the team are following company processes and guidance to reduce errors

Assist the recruitment process including assisting with interviewing and on-boarding

Conduct regular performance reviews, including probationary reviews and annual appraisals

Deal with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required

Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times

Experience, competencies and knowledge required:

Previous leadership experience working in a Customer Services environment (contact / Customer Services centre an advantage)

IT and software skills, including good Microsoft Excel and Word knowledge

Good communication skills, both verbal and written

Coaching, data gathering and statistical analysis skills

Problem solving skills with the ability to adopt a logical approach to resolving problems

For more information regarding this new and exciting Customer Services Team Leader opportunity, please apply now! Short listing will take place soon - don't miss out!

Wild Recruitment Ltd T/A First Recruitment Services is acting as an Employment Agency in relation to this vacancy.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job