At a Glance
- Tasks: Lead and coach a team to deliver top-notch customer service in a fast-paced call centre.
- Company: Join a supportive and collaborative team at PIB Group.
- Benefits: Enjoy a competitive salary, benefits package, and opportunities for growth.
- Other info: We value diversity and inclusivity in our workforce.
- Why this job: Make a real impact by leading a passionate team and enhancing customer experiences.
- Qualifications: Experience in a team leader role and strong people skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a proactive and people‑focused Team Leader to join our Referencing Team. You will lead a team of Customer Service Specialists to deliver high-quality, accurate and timely tenant references, ensuring an excellent experience for our customers and partners across both the HomeLet and Let Alliance brands. We operate in a fast paced, call centre environment therefore call centre management experience is highly desirable. You will be responsible for day‑to‑day performance, coaching and supporting your team, driving continual improvement and acting as an escalation point for complex queries.
Key Responsibilities
- Lead, coach, and develop a team of Referencing Specialists to achieve quality, productivity and service targets.
- Manage workflow and resource to ensure SLAs are met across multiple brands and systems.
- Act as an escalation point for complex cases, complaints and queries, ensuring these are resolved swiftly and professionally.
- Monitor and report on team performance, using MI to identify trends, risks and opportunities for improvement.
- Drive a strong customer‑centric culture, ensuring each interaction reflects our values and brand standards.
- Support the onboarding and training of new starters and cross‑skilling of existing team members.
- Ensure adherence to regulatory, legal and internal policy requirements at all times.
- Champion process improvements and work collaboratively with other teams and stakeholders to implement change.
About You
- Proven experience in a team leader/supervisory role within a contact centre, operations, financial services or similar environment.
- Strong people leadership skills with a passion for coaching, feedback and development.
- Excellent communication skills, with the ability to manage difficult conversations and escalations calmly and professionally.
- Highly organised with the ability to prioritise, manage change and work to tight deadlines.
- Strong attention to detail and a focus on quality, accuracy and compliance.
- Comfortable working with MI and systems to understand performance and make decisions.
- A collaborative approach, able to build effective relationships across teams and locations.
- Experience in tenant referencing, insurance, lettings or financial services would be an advantage but is not essential.
What We Offer
- A supportive, friendly and collaborative team environment.
- Opportunities for development and progression within PIB Group.
- Competitive salary and benefits package.
If you are passionate about leading people, delivering great customer outcomes and making a difference in a fast‑paced environment, we would love to hear from you. We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.
Customer Service / Call Centre Team Leader employer: pib Group
Join PIB Group as a Customer Service / Call Centre Team Leader and thrive in a supportive, friendly environment that champions collaboration and personal growth. With a focus on developing your leadership skills and providing opportunities for progression, you'll lead a dedicated team to deliver exceptional customer experiences while enjoying a competitive salary and benefits package. Our commitment to diversity and inclusion ensures that every voice is valued, making PIB Group an excellent employer for those looking to make a meaningful impact in a fast-paced setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service / Call Centre Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at pib Group. 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 pib Group 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 / Call Centre Team Leader
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 pib Group:Your cover letter is your chance to shine! Tell us why you want to work at pib Group 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 pib Group!
How to prepare for a job interview at pib Group
✨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.
