HAYS Specialist Recruitment | Customer Service Team Leader

Your new company This organisation is a household name based on Aiport Road West, Belfast. They offer excellent benefits and career progression opportunities to their employees across all levels. This company is currently expanding across Northern Ireland and foresees a busy 2025 ahead of them! Your new role In this role you will be responsible for leading the day-to-day coordination of tasks associated with service delivery, whilst continuing to fulfil a core activity within the team. The role involves maintaining productive partnerships with various stakeholders. These partnerships are crucial to the success of the business and your contribution is key. As a leader, you will be empowered to proactively identify opportunities for improving service delivery, staff development, and administrative working practices. Your key accountabilities will look like the following: To lead and motivate a team responsible for various administrative tasks To mentor the team by sharing your experiences and expertise to improve productivity and customer experience. Track and monitor work volumes to ensure KPIs are achieved Communicate deadlines and clear targets to the team. Assist in training and developing the team, providing constructive feedback through coaching, one-to-one sessions and team workshops. Proficient written and verbal communication skills to converse with internal and external enquiries Deal with escalated complaints that arise from customers, including those presented by external organisations Assist with the implementation of new procedures and processes. * Ensure Guaranteed Standards of Service are maintained. Compile Customer Service management reports Responsible for assisting and supporting other key areas associated with the Contact Centre, Failure Management and Support Services as and when required. What you’ll need to succeed To be considered for this role, you will have the following: A minimum of 5 GCSEs (or equivalent) grade C or above, including Maths and English At least three years’ experience of working in a Customer Service role which includes handling customer complaints. Good time management and the ability to prioritise workloads to meet challenging deadlines. Good time management and the ability to prioritise workloads to meet challenging deadlines. Excellent working knowledge of Microsoft Office products, particularly Microsoft Excel and Word. An ability to develop good relationships with customers, contractors, suppliers and colleagues. Excellent communication skills, both verbal and written. Excellent attention to detail. Confident in dealing with members of the public and customers in relation to complaints and enquiries received. Flexible work ethic and a willingness to adapt to new tasks and duties as required. Credible team player with strong social skills, with an ability to adapt to a dynamic working environment. Desirable At least one year’s experience of successfully supervising or leading people and their performance. Ability to build rapport and believe they are able to lead and motivate a team Demonstrate a proven track record of achieving KPIs by leading a team. What you’ll get in return In return, you will receive the following: An annual salary of £24,250 Annual company bonus of 6-9% (dependent on performance) Contributory pension scheme with enhanced employer contribution Free life assurance Free staff transport to Belfast city centre Further education policy What you need to do now If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now. If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be Skills: Customer services Team Lead Customer services manager Benefits: £24 250 + annual bonus