Customer Support Team Leader (Exeter)

We’re looking for a Customer Support Team Leader to join our amazing Customer-Support Team! With responsibility for a team of Customer Service Advisors who handle inbound and outbound communications with Restart participants and stakeholders via a range of channels, including voice, text, email & web-based live chat, you will be a positive ambassador.

You’ll monitor Service Level Agreements, Customer Service Standards and other contractual KPIs within your team, taking improvement and escalatory action where necessary in a timely and sustainable manner. Our ideal candidate will need to be a motivator with excellent mentoring skills, plus the ability to get the best from your team by coaching, encouraging, and leading from the front. Our Team Leaders are in the middle of the action, sleeves rolled up and always happy to guide and inspire.

Although we’re not looking for the finished article, you’ll certainly need experience of line-managing in a busy and fast-paced call-centre environment, be an excellent communicator, and have the ability to think on your feet. You don’t need previous employability experience as full and exceptional training is provided.

As an organisation we deliver a range of Employability & Health contracts which support unemployed people ‘back to work’. This job role forms part of our Restart Scheme.

In return for your dedication, knowledge, and commitment, we are offering a competitive salary range of £29,858 to £32,585 per annum (dependent on experience) with these great additional benefits:

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee 5% Employer
• Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Pay Review
• Refer a Friend Scheme
• Free access to BenefitHub – an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits.

There’s also the opportunity to progress your career within the Seetec Group. Interested? There’s an easy to apply route below to upload your CV!

If you need any further information, talk to our experienced Internal Recruitment Team on 01702 595200.

This is an office-based role, working in Exeter. Hours: 37 hours a week. Monday to Thursday 8.30 am to 5pm, Friday 8.30 am to 4.30pm. Closing Date: 4 June 2025.

Key Responsibilities

• Lead and inspire a team of Advisors.
• Deliver huddle meetings and one-to-ones to ensure full engagement.
• Ensure full team adherence to work schedules as designed.
• Handle escalated calls, complaints, questions, and queries as necessary.

Skills and Experience

• Proven experience within a contact centre environment as a Team Leader/Coach.
• Excellent leadership and communication skills.
• Experience of a demand led high service environment.
• Strong coaching and people-development skills.

SEETEC is one of the UK’s leading providers of employability and health services, supporting thousands of people to move into employment each year. Committed to empowering people to better their lives, Seetec supports individuals from all walks of life to enter and progress in the world of work.

Seetec is committed to safeguarding and promoting the welfare of young people and vulnerable adults and expects all staff to share and uphold this commitment in conjunction with the requirements of the Prevent Duty and the positive promotion of modern British values. Dependent on the role applying to you may be required to process a Disclosure and Barring Service (DBS/DS) check. Seetec supports the recruitment of ex-offenders and will not discriminate in any way.

Seetec is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.