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Customer Service Team Leader
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END.
Customer Service Team Leader

Customer Service Team Leader

Washington Full-Time 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead a dynamic Customer Service team, ensuring top-notch support and development.
  • Company: Join END, a company dedicated to customer satisfaction and employee growth.
  • Benefits: Enjoy 29 days holiday, a pension scheme, and free onsite parking.
  • Why this job: Be part of a positive culture that values excellence and teamwork.
  • Qualifications: Strong management skills and experience in a fast-paced customer-focused environment required.
  • Other info: Opportunity for professional development and career progression awaits!

The predicted salary is between 36000 - 60000 £ per year.

What you’ll be doing:

Key responsibilities

  • Oversee the workflow for the CS Advisor team; this will include managing the contact volumes received, the team’s workload, own daily tasks and personal development targets.
  • Take on a sub-team of advisors to directly manage their performance development; monitoring quality of work, celebrating success, delivering tailored training programmes and continually support the advisor development journey with END.
  • Leading by example and acting as a Quality Standards Ambassador, ensuring we provide the best possible Customer Experience, within our contractual SLAs.
  • Assist and coach the team in investigating and resolving complex queries and support with any Customer Escalations.
  • Communicate effectively with other Team Leaders/CS Management to collaboratively improve customer success, and support the evolution of the CS department.
  • Hold regular 121s with team members to ensure employees are hitting their targets, supporting development where necessary and ensuring employee satisfaction is at the heart of what we do
  • Supporting with interviews and offering a streamline Onboarding and Training programme for any New Recruits.
  • Support the Customer Service Manager and Assistant Manager with additional tasks when needed, and support our People Team with processes including Return to Work interviews and Absence Management Meetings.
  • Constantly reviewing and Improving our Internal Processes to ensure we are able to offer effective and efficient resolutions. Collaborating with fellow Internal Stakeholders to ensure this is achieved.
  • Being a Wellbeing Champion and ensuring our Team feel safe and supported within the workplace. Orchestrating regular Open Door feedback sessions and communicating any action points to wider management.
  • Creating a motivating working environment for the team.
  • Recognise the diversity of the team and the complexity of the CS Advisor role. Lead and motivate the team with a positive, can-do attitude and drive a departmental Culture which sits in line with the company Values

    • What you’ll be able to demonstrate:

    Skills and experience

  • Strong management skills and a \’Can-Do\’ attitude, with previous success in a fast paced, Customer Focused environment
  • Confident in handling customer escalations, manage difficult conversations and take ownership of issues until a suitable resolution is achieved.
  • Ability to conduct both 121 meetings and team workshops through excellent communication, planning and organisational skills.
  • Good understanding of how the team integrates and collaborates with other teams to achieve the overall objectives of the department.
  • A suitable degree of PC literacy, especially within Microsoft Office programmes.
  • Ability to work autonomy on own initiative while remaining an Integral member of the team.
  • Excellent organisational & time management abilities with a dynamic approach to problem solving
  • Friendly, Kind and Approachable. Be passionate about colleague engagement, creating a culture that strives for excellence.

    • What we can offer you

  • 29 days holiday (including bank holidays and your birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Programme
  • Opportunities for professional development and career progression
  • Free Onsite parking

    • Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

    Customer Service Team Leader employer: END.

    At END, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Washington that prioritises employee wellbeing and development. As a Customer Service Team Leader, you will benefit from a supportive environment with opportunities for professional growth, a generous holiday allowance, and a commitment to celebrating team success. Join us to lead a diverse team, enhance customer experiences, and contribute to a culture of excellence and collaboration.
    E

    Contact Detail:

    END. Recruiting Team

    View END. Profile

    StudySmarter Expert Advice 🤫

    We think this is how you could land Customer Service Team Leader

    ✨Tip Number 1

    Familiarise yourself with the company's core values and culture. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs. This will show that you're not just a fit for the role, but also for the company.

    ✨Tip Number 2

    Prepare specific examples from your past experience that showcase your management skills and ability to handle customer escalations. Be ready to discuss how you’ve successfully led teams and improved customer service processes in previous roles.

    ✨Tip Number 3

    Network with current or former employees of the company on platforms like LinkedIn. Engaging with them can provide insights into the team dynamics and expectations, which you can leverage during your application process.

    ✨Tip Number 4

    Showcase your understanding of the importance of employee wellbeing and engagement. Prepare to discuss how you would create a motivating environment for your team, as this is a key aspect of the role.

    We think you need these skills to ace Customer Service Team Leader

    Strong Management Skills
    Customer Focused
    Conflict Resolution
    Excellent Communication Skills
    Planning and Organisational Skills
    Team Collaboration
    PC Literacy (Microsoft Office)
    Autonomy and Initiative
    Time Management
    Problem-Solving Skills
    Employee Engagement
    Coaching and Mentoring
    Quality Standards Awareness
    Motivational Leadership
    Adaptability

    Some tips for your application 🫡

    Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your management skills and ability to handle escalations.

    Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your previous experiences align with the responsibilities outlined in the job description.

    Highlight Key Skills: In your application, emphasise your strong management skills, communication abilities, and experience in a fast-paced environment. Be sure to mention your proficiency with Microsoft Office and any relevant training you have conducted.

    Showcase Your Leadership Style: Discuss your approach to leading a team and how you create a motivating work environment. Include examples of how you've supported team members' development and handled complex customer queries.

    How to prepare for a job interview at END.

    ✨Showcase Your Leadership Skills

    As a Customer Service Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to motivating team members and resolving conflicts.

    ✨Prepare for Scenario-Based Questions

    Expect questions that assess your problem-solving skills and ability to handle customer escalations. Think of specific situations where you turned a negative experience into a positive outcome, and be ready to discuss your thought process.

    ✨Emphasise Your Communication Skills

    Effective communication is key in this role. Be prepared to discuss how you conduct 121 meetings and workshops, and provide examples of how you've facilitated open dialogue within your team to foster a supportive environment.

    ✨Align with Company Values

    Research the company's core values and be ready to explain how your personal values align with them. Highlight your passion for customer service and your commitment to creating a positive team culture that reflects these values.

    Customer Service Team Leader
    END.
    Location: Washington
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    E

    • Customer Service Team Leader

      Washington
      Full-Time
      36000 - 60000 £ / year (est.)
    • E

      END.

      View END. Profile
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