At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for our clients.
- Company: Join a growing healthcare organisation known for quality and innovation.
- Benefits: Enjoy 28 days holiday, free parking, pension scheme, and healthcare plans.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Make a real impact by developing your team and enhancing customer experiences.
- Qualifications: Experience in customer service and strong leadership skills required.
This growing organisation operates within the healthcare sector, delivering specialist services to customers across the UK. With a strong commitment to quality, innovation, and customer care, the business has built a reputation for providing reliable support and maintaining high standards of service. The organisation offers a collaborative and supportive working environment where employees are encouraged to contribute to ongoing improvements and professional development.
An excellent opportunity is available for an experienced Customer Service Team Leader to join a busy and customer-focused organisation. This role combines team leadership, training, quality assurance, and customer support responsibilities, making it ideal for someone who enjoys developing people while ensuring a high standard of service delivery.
Working closely with operational teams, you will support daily customer service activities, provide guidance to team members, deliver onboarding and training programmes, manage escalated enquiries, and help drive continuous improvement initiatives. The successful candidate will play a key role in maintaining service quality, supporting team performance, and ensuring customers receive a professional and positive experience.
Duties & Responsibilities
- Act as the primary point of contact for Customer Care Assistants regarding operational queries and day-to-day support.
- Deliver structured onboarding programmes and training for new team members.
- Manage and resolve escalated customer enquiries across telephone, email, live chat, and social media channels.
- Support the achievement of individual and team performance objectives and service targets.
- Conduct quality checks, audits, and compliance reviews to ensure service excellence.
- Assist with rota planning, workforce scheduling, and shift coverage requirements.
- Collaborate with internal stakeholders to resolve complex customer issues effectively.
- Support the implementation of new digital tools, systems, and continuous service improvement initiatives, including weekend cover on a rotational basis.
Education & Skills Required
- In-depth knowledge and practical experience using the FreshDesk customer service platform.
- Previous customer service experience, ideally gained within healthcare, pharmacy, or another regulated environment.
- Experience training, coaching, mentoring, or developing team members.
- Strong leadership, communication, and interpersonal skills.
- Data analysis capabilities with the ability to identify trends and support performance improvements.
- Excellent attention to detail, time management, numeracy, literacy, and professional telephone skills, with a strong customer-focused approach.
Additional Information
- Monday – Friday 9am – 5pm (some weekend working on a rota basis)
- 28 days holiday, inc. bank holidays
- Free onsite parking
- Pension scheme
- Healthcare plans
If you are an experienced customer service professional with a passion for leadership, training, and service excellence, we would love to hear from you. Apply today to take the next step in your career with a progressive organisation that values teamwork, development, and outstanding customer experiences.
To express interest in this promising role, kindly forward your latest CV, detailing your present or most recent remuneration package and any notice period you might have.
Customer Service Team Leader employer: Plus One Recruitment
This dynamic healthcare organisation is an exceptional employer, offering a collaborative and supportive work culture that prioritises professional development and employee well-being. With a strong focus on quality and innovation, employees are encouraged to contribute to continuous improvement initiatives while enjoying benefits such as 28 days of holiday, a pension scheme, and healthcare plans. Located in the UK, this company provides a meaningful opportunity for those passionate about customer service and leadership in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Plus One Recruitment. 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 Plus One Recruitment 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 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 Plus One Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Plus One Recruitment 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 Plus One Recruitment!
How to prepare for a job interview at Plus One Recruitment
✨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.
