At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and achieve operational excellence.
- Company: Join Fexco Property Services, a supportive and inclusive workplace.
- Benefits: Full-time permanent role with opportunities for growth and development.
- Other info: Embrace a culture of diversity and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in leading customer service teams and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Job Title
Customer Service & Experience Team Leader
Location
Salisbury
Company
Fexco Property Services
Type of Employment
Full Time, Permanent
About this Role
We’re looking for an experienced Contact Centre Team Leader to lead a team of Customer Service Advisors in delivering outstanding customer service.
Working alongside other Team Leaders you’ll be responsible for coaching, performance management, achieving operational KPIs and driving operational excellence while creating a supportive and engaging team environment.
The ideal candidate will be an experienced Contact Centre Supervisor or Team Leader within a similar setting and have strong leadership skills, a passion for customer experience and the ability to inspire high performance in a fast paced environment.
Main Duties and Objectives
- Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively
- Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team
- Conduct regular Team Meetings
- Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times
- Create a positive, inclusive and performance driven environment
- Conduct regular Team Meetings, Briefings and 1:1 sessions
- Support onboarding and training of new starters
- Identify training needs and development opportunities
- Support employee engagement and wellbeing initiatives
- Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework
- Support with the scoping and implementation of new initiatives, systems or processes
- Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)
- Service Levels
- Average Handling Time
- Customer Satisfaction (CSAT)
- First Contact Resolution (FSR)
- Quality Scores
- Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand
- Identify performance trends and implement improvement plans
- Recognise and reward strong performance
- Ensure customers receive professional, efficient and empathetic service
- Promote continuous improvement in customer journeys and service delivery
- Manage workforce planning and resource allocation including supporting real time operational management where required
- Ensure processes and procedures are updated are followed consistently
- Collaborate with other departments to resolve operational issues
- Produce and analyse team/operational performance reports
- Maintain accurate records of coaching, absence and performance
- Take investigative and remedial action into operational, service and systems issues
- Deputise for the Customer Service & Experience Manager where required
Essential Skills
- Previous experience of leading an inhouse contact centre or customer service environment
- Experience of leading high performance teams ideally with upto 20 direct reports
- Experience of workforce planning and real time analysis
- Experience of leading multi contact channel teams both office based and hybid
- Resilient under pressure
- Excellent communication skills, both verbal and written.
- Ability to motivate and influence others
- Good analytical and problem solving skills
- Ability to manage performance effectively
- Exceptional organisational skills and ability to work to deadlines
- An effective and enthusiastic team player
- Self-Motivated and target driven.
- Strong attention to detail and high level of accuracy.
- Ability to work on your own initiative.
- Capable of working under pressure during busy periods.
- Experience of high-volume of daily calls and e-mails
- Experience within a fast paced customer service and operations environment
- Knowledge of workforce management principles
- Coaching or leadership qualification
Performance and Success Measures
Consistently achieve or exceed targets across core KPIs
- CSAT, QA, Service Levels, and First Contact Resolution (FCR)
- Delivering strong outcomes without compromising quality or experience
Maintain a well-controlled and efficient operation
- SLA adherence met or exceeded
- Average Handling Time (AHT) within target range
- Low backlog levels and strong case resolution times
Drive effective resolution and reduce unnecessary demand
- High FCR performance
- Reduction in repeat contact rate (TBC%)
- Measurable reduction in failure demand
Deliver strong people performance against measurable outcomes
- High team engagement scores
- Low attrition and absence rates
- Consistent completion of coaching, 1:1s, and performance reviews (100%)
- Improvement in individual KPI performance across the team
Ensure consistently high quality and compliance standards
- QA scores at or above target
- Low error rates and strong audit outcomes
- Full adherence to processes and procedures
Use data to drive measurable performance improvement
- Regular identification of performance trends and root causes
- Delivery of improvements that result in quantifiable KPI uplift (e. g. ↑ FCR, ↓ AHT, ↓ complaints)
Contribute to wider operational success
- Positive stakeholder feedback
- Reduced escalation volumes and resolution times
- Improved Trustpilot/review scores
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves.
We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
BACK TO ALL VACANCIES
Customer Service & Experience Team Leader in Salisbury employer: Fexco
Fexco is an excellent employer that values its employees by offering a competitive hourly rate of £13.23 and a range of benefits, all within a supportive work culture that prioritises customer service excellence. Working as a Travel Money Advisor in the vibrant Sainsbury's Thanet location provides unique opportunities for personal growth and flexibility, making it an ideal choice for those seeking meaningful part-time employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Experience Team Leader in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fexco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Experience Team Leader in Salisbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fexco:Your cover letter is your chance to shine! Tell us why you want to work at Fexco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fexco!
How to prepare for a job interview at Fexco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
