Customer Service Team Leader

An exciting opportunity has arisen for a Customer Service Team Leader to join an established team on a full-time, permanent basis. The successful candidate will ideally have experience working within a call centre environment, a good understanding of CRM, reporting and experience leading a team.

The Customer Services Team Leader will be responsible for overseeing the team’s performance which will include planning, coordinating, coaching and developing plans to achieve the departments targets.

Please note the working hours are 08.45 - 17.30, working Monday - Saturday with alternative Fridays/Saturdays off.

Key tasks

• Determine, plan and direct work flow with the phone team daily
• Analyse work flow issues and implement workable solutions.
• Conduct staff 1-1 Meetings (support, informal, appraisals, RTW etc.) and reporting to Operations Manager
• Pulling daily reports on CRM
• Prepare rotas for phone & colleague support teams
• Authorising annual leave
• Report absences on the internal system and to HR
• Give clear direction and leadership to the team
• Achieve call turn around within set timeframes
• Chair return to work meetings
• Support with HR including recruitment, inductions and reviews
• Handle customer enquiries and complaints.
• Plan and organise the purchase of supplies in accordance with purchasing policies and budgets.
• Attend weekly EOS leadership meetings

Key skills and experience:

• Previous experience working within a Team Leader position
• Excellent organisation and management skills
• Confident and assertive decision maker
• Strong verbal and written communication skills
• Positive and motivational

If you do not hear from a consultant within 1 week of your application, then unfortunately, on this occasion you have not been successful