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For Companies At a Glance
- Tasks: Lead and inspire a customer service team to deliver top-notch service and meet targets.
- Company: Join a dynamic company focused on exceptional customer experiences.
- Benefits: Enjoy competitive pay, extra annual leave options, and professional development opportunities.
- Why this job: Make a real difference by leading a team and enhancing customer satisfaction.
- Qualifications: Experience in customer service and leadership skills are essential.
- Other info: Be part of a positive team culture with great growth potential.
The predicted salary is between 30000 - 40000 £ per year.
This role is to lead and support a team within Customer Service to deliver exceptional service to our customers. The Team Leader will ensure that service standards are met, operations are efficient and accurate, team performance is optimised, and customer satisfaction is consistently high.
Key Responsibilities
- Lead by example, motivate, and develop a team within Customer Service to consistently achieve SLAs and department KPIs.
- Take ownership of and actively contribute to the completion of daily tasks and operational responsibilities.
- Monitor daily performance, provide coaching and feedback, and conduct regular one-to-ones.
- Conduct appraisals for your team and ensure any training needs are identified and resolved.
- Handle escalated customer queries and complaints professionally and efficiently.
- Ensure the team adheres to company policies, procedures, and service standards.
- Collaborate with other departments to resolve customer or operational issues and improve service delivery.
- Lead on recruitment, onboarding, and training of new team members.
- Produce reports as required to support business needs and decision-making.
- Analyse customer trends and workload patterns, providing clear and actionable insights to relevant stakeholders.
- Drive continuous improvement initiatives within the team.
- Maintain a positive and inclusive team culture.
- Undertake investigations/people management processes as required.
- Provide cover for other Team Leaders during periods of absence, ensuring continuity of leadership, decision-making, and team support.
- Undertake any other duties that are commensurate with the role, as reasonably required to support the team and business objectives.
Essential Knowledge, Experience and Skills
- Proven experience in a customer service/administrative environment.
- Previous experience in a supervisory or team leader role.
- Strong communication and interpersonal skills.
- Ability to motivate and inspire others.
- Excellent problem-solving and decision-making abilities.
- Proficient in using customer service systems and Microsoft Office.
- Ability to plan, co-ordinate and monitor workstreams to ensure tasks are completed.
- Be calm and professional at all times.
Desirable knowledge, experience and skills
- Understanding of HR policies and procedures.
- Understanding of data analysis and reporting tools.
Education and Qualifications
- A minimum of GCSE Mathematics/English Language (or equivalent) at Grade C/4 or above is required to support analytical and reporting responsibilities.
Option to purchase up to 5 extra days annual leave.
Customer Service Team Leader - Lead, Coach & Improve SLAs in Redditch employer: Espire
Contact Detail:
Espire Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader - Lead, Coach & Improve SLAs in Redditch
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership skills in mock interviews. Think about how you would motivate a team or handle escalated customer queries. We want to see you shine as a potential Team Leader, so be ready to share specific examples from your past experiences.
✨Tip Number 3
Don’t forget to ask questions during your interview! Show your interest by asking about team dynamics, training opportunities, and how they measure success. This not only helps you understand the role better but also demonstrates your enthusiasm for the position.
✨Tip Number 4
Apply through our website for a smoother process. It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and genuinely interested in joining our team!
We think you need these skills to ace Customer Service Team Leader - Lead, Coach & Improve SLAs in Redditch
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight any experience you have in leading teams. We want to see how you've motivated and developed others, so share specific examples that demonstrate your ability to inspire and drive performance.
Be Customer-Focused: Since this role is all about delivering exceptional service, it's crucial to showcase your customer service experience. Tell us about times you've handled escalated queries or improved customer satisfaction – we love hearing about your successes!
Keep It Professional Yet Personal: While we appreciate professionalism, we also want to get a sense of who you are. Use a friendly tone in your application, and don’t hesitate to let your personality shine through. We’re looking for someone who can maintain a positive team culture!
Apply Through Our Website: To make sure your application gets the attention it deserves, please apply through our website. This way, we can easily track your application and ensure it reaches the right people. Plus, it’s super straightforward!
How to prepare for a job interview at Espire
✨Know Your SLAs Inside Out
Make sure you understand the service level agreements (SLAs) relevant to the role. Be ready to discuss how you've previously met or exceeded these standards in your past roles, and think of examples where you’ve improved team performance.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach. Think of specific instances where you motivated your team or resolved conflicts. Highlight your ability to coach and develop others, as this is key for a Team Leader position.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills. Prepare examples of how you've handled escalated customer queries or operational issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Your Analytical Skills
Since the role involves analysing customer trends and workload patterns, be prepared to discuss any experience you have with data analysis. Bring examples of reports you've produced and how they influenced decision-making in your previous roles.