Customer Operations Centre Team Leader
Neath
Permanent, Full-time
Are you passionate about delivering excellent customer service and developing high-performing teams? We are looking for a motivated and people-focused Customer Service Team Leader to lead our Customer Service team in Neath.
This is a fantastic opportunity for someone looking to take the next step in their leadership career, where you will play a key role in driving service excellence, supporting team development, and ensuring an outstanding customer experience.
What you'll be doing
As Customer Service Team Leader, you will be responsible for leading, motivating, and developing a team of Customer Service Representatives, ensuring that service standards are consistently achieved and customers receive a first-class experience.
Key responsibilities include:
- Leading, coaching, and developing the Customer Service team to achieve individual and team objectives.
- Conducting team meetings, performance reviews, and ongoing coaching conversations.
- Supporting recruitment, onboarding, and development of team members.
- Managing customer interactions and supporting the team with complex customer enquiries.
- Handling customer complaints and ensuring queries are resolved effectively and professionally.
- Monitoring KPIs and service performance, analysing data, and identifying opportunities for improvement.
- Producing and reviewing reports to support business objectives.
- Carrying out quality checks and providing constructive feedback to maintain high service standards.
- Driving continuous improvement initiatives to enhance the customer experience and team performance.
What we're looking for
We're looking for an organised and proactive individual who enjoys developing others and thrives in a customer-focused environment.
You will ideally have:
- Previous experience within a customer service environment.
- Experience leading, coaching, or mentoring individuals or teams.
- A proven ability to motivate others and drive performance to achieve business objectives.
- Strong problem-solving skills with the ability to analyse information and make recommendations for improvement.
- Excellent communication skills, both written and verbal.
- Good organisational skills with the ability to manage competing priorities effectively.
- Strong IT skills and confidence using Microsoft Office and business systems.
- Experience using Salesforce and/or SAP would be advantageous.
- A-Level qualifications (or equivalent) in Maths and English, alongside a relevant management qualification such as ILM Level 3, or willingness to work towards one.
- A flexible and collaborative approach, with the ability to build strong working relationships across the business.
Shift Pattern:
Working a rotating shift pattern between 8:00am-8:00pm. Occasional Saturday's and Bank Holidays will also be required.
Why apply?
This role offers an exciting opportunity to further develop your leadership skills, make a direct impact on customer experience, and contribute to the success of a highly valued team. If you're looking for your next challenge and are passionate about coaching others and delivering exceptional service, we'd love to hear from you.
Customer Operations Centre Team Leader in Neath employer: Calor
At Calor, we pride ourselves on being an exceptional employer, especially for our Class 2 HGV Drivers based in Grangemouth. Our commitment to employee growth is evident through comprehensive training and a supportive work culture that prioritises safety and teamwork. With competitive benefits including guaranteed hours, private medical insurance, and recognition programs, we ensure our drivers feel valued and empowered to make a meaningful impact in their communities.
