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For Companies At a Glance
- Tasks: Lead and support a dynamic customer service team to achieve performance targets.
- Company: Join a reputable company with a focus on customer satisfaction and team development.
- Benefits: Enjoy a stable 9-5 schedule, on-site parking, and opportunities for professional growth.
- Why this job: Make a real difference by resolving customer issues and leading a passionate team.
- Qualifications: Experience in a call centre and strong leadership skills are essential.
- Other info: A vibrant work environment with a focus on continuous improvement and team success.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Customer Services Team Leader Details
Hours: Monday - Friday 9-5pm. On site parking.
Responsibilities
- Supervise and support a team of colleagues, ensuring adherence to schedules and performance targets.
- Track KPIs such as call handling time, average call time, call abandonment and customer satisfaction scores.
- Coaching & development: provide training, mentoring, and feedback to improve skills and performance.
- Resolve complex customer issues and manage escalated calls professionally.
- Prepare and present performance reports, highlighting trends and improvement areas.
- Ensure compliance with company policies, data protection regulations, and quality standards.
Qualifications
- Proven experience in a call centre environment, preferably in a supervisory role.
- Strong leadership and people management skills.
- Excellent communication and problem-solving abilities.
- Ability to analyse data and generate actionable insights.
Customer services team leader employer: ITSS Recruitment Ltd
Contact Detail:
ITSS Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer services team leader
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully managed a team or resolved complex issues. This will help you shine during interviews and demonstrate your problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer services team leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in a call centre environment, especially any supervisory roles. We want to see how your leadership skills shine through, so don’t hold back on showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us why you’re the perfect fit for the Customer Services Team Leader role. Share specific examples of how you've coached and developed team members, and how you’ve tackled complex customer issues.
Showcase Your Data Skills: Since tracking KPIs is key in this role, make sure to mention any experience you have with analysing data and generating insights. We love seeing candidates who can turn numbers into actionable strategies!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at ITSS Recruitment Ltd
✨Know Your Numbers
Before the interview, brush up on key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've tracked and improved metrics like call handling time and customer satisfaction scores in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you coached a team member or resolved a complex issue. This will demonstrate your ability to support and develop your colleagues effectively.
✨Practice Problem-Solving Scenarios
Anticipate questions about handling escalated calls or complex customer issues. Practise your responses to these scenarios, focusing on your approach to problem-solving and maintaining professionalism under pressure.
✨Be Data-Driven
Since the role involves analysing data, be prepared to discuss how you've used data to drive decisions in the past. Bring examples of reports you've prepared and how they led to actionable insights for your team.
