Customer Service Team Leader

Are you an experienced contact centre or customer service team leader or manager looking for a new challenge? Do you want to experience a slightly different work life balance?
How does a 4.5 day week work for you? Based from the office in Cheadle Monday-Thursday you will work from home on a Friday with a 1pm finish time for the entire team!
This business gives back in so many ways to the local community not only through their day to day business operation but through their customer experience and beyond!
We are looking for a motivated and dedicated people manager who can support the team to meet their goals whilst developing them on a 121 basis using their coaching and mentoring skills.

What you will be doing in the role of Customer Service Team Leader?

Managing coaching and developing a team of 6 customer service professional
Ensuring the team meet KPIs and SLAs whilst delivering unrivalled customer service and experience
Taking ownership of service performance and action to resolve problems first time, driving continuous improvement and creating an environment where colleagues thrive and deliver outstanding customer experience through a variety of channels across all tenures
Perform call coaching for colleagues in order to provide first point resolution and development of the team
Carry out audit checks across the team to ensure policies and procedures are being adhered to including the Allocations and Income Management policies
Supporting with projects as required to ensure maximum efficiency and innovation for the team and residents
Assist in the development of omnichannel solutions and monitor performance to ensure the delivery of a consistent high-quality service
Lead, coach, develop and motivate colleagues using available management tools such as team meetings, check-in/121s & performance management processes to address any underperformance and development issues promptly
Promote and manage the wellbeing and health & safety of colleagues
Deliver a responsive service to our customers, providing an on call service on a rota basis, outside normal working hours.

What experience is required for the role of Customer Service Team Leader?

Customer service or Contact centre management or team leader experience
GCSE grade C in Math's or English or equivalent
Experience of working within a fast paced environment in a similar role
Have a passion for continuous improvement and developing yourself and others
Like making decisions and love having accountability
Enjoy using new technology and digital & data solutions
Ability to give and receive constructive. feedback
Excellent communicator at an operational level putting the customers at the heart of everything you do
Ability to interpret, analyse and create reports giving advice and recommendations on technical and operational performance and data
Natural ability to lead a team, using a coaching style
Ability to manage change and unforeseen challenges
Able to address concerns when team members are not able to or are not delivering in their role.

What you will LOVE about the role of Customer Service Team Leader?

Annual salary GBP31418
Enhanced holidays, 33 days pro-rata per annum (including statutory holidays) rising to 38 days after 5 years service
35 hour working week (full time)
Enhanced 5% employer contribution defined contribution pension
Life Insurance, 1 time annual salary (additional 3 times annual salary if in the pension scheme)
Access to a health cash plan
Hybrid agile working arrangements
Annual celebration of People and Business success
Recognition scheme, with both financial and non-financial rewards
Opportunities to develop and grow skills and experience
Employee Assistance Programme
Colleague Benefits Platform
Values driven working environment
Ongoing Learning and Development
Paid time off for volunteering
If this sounds like a role you will LOVE, please send your CV to us today!

We aim to respond to all successful applications within 2 days. If you haven't been contacted within 2 days your application has been unsuccessful. Please check our Website and apply directly for any other suitable positions you see. We apologise that we are unable to contact everyone in person and thank you for your interest.

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