Customer Services Team Leader
Customer Services Team Leader
Employee type
Permanent
Salary
£32000 - £36000/annum
Category
Customer Services
Job Description
Pyramid8 are supporting a fast growing business who looking for an experienced Customer Service Team Leader to lead and develop a busy Customer Service team, ensuring customers receive a consistently high standard of service.
You’ll be responsible for team performance, coaching, customer escalations and day-to-day operations, while identifying opportunities to improve processes, service quality and customer experience. Managing a team of 8 initially you will help the business to grow and develop the team.
The Role
* Lead, motivate and develop a team of Customer Service Advisors.
* Manage daily workloads, performance, KPIs and service levels.
* Work with external business stakeholders and organisations in regards to SLA’s
* Coach team members through regular 1:1s, feedback and training.
* Take ownership of complex customer queries, complaints and escalations.
* Monitor quality and drive improvements in customer satisfaction.
* Work closely with Operations, Sales, Finance and Technology to resolve issues and improve processes.
* Support recruitment, onboarding and ongoing team development.
* Maintain high standards of GDPR, Health & Safety and office compliance.
* Support projects, reporting, payroll information and general office operations.
About You
You’ll be a confident and organised people manager with experience leading a customer service, contact centre or similar team.
Ideally you will Experience in a regulated or evidence-led environment (e.g., financial services, utilities, security, recovery/collections, insurance).
You’ll bring:
* Proven team leadership and coaching experience.
* Strong customer service and complaint-handling skills.
* Confidence managing KPIs and performance.
* Excellent communication and problem-solving skills.
* A proactive, process-driven approach.
* Strong IT and Microsoft Office skills, particularly Excel.
* Excellent organisation and attention to detail.
* A positive, professional and customer-focused attitude.
This is a fantastic opportunity for a hands-on manager who enjoys developing people, improving processes and making a real impact on customer experience