At a Glance
- Tasks: Lead a team to deliver top-notch customer service and resolve complex enquiries.
- Company: Join a dynamic organisation focused on community and customer satisfaction.
- Benefits: Flexible working, 27 days annual leave, and opportunities for personal development.
- Other info: Agile work environment with potential for career growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in leading customer service teams and strong communication skills.
We are looking for an experienced and motivated Customer Service Team Leader to join our Customer Services team. This is an exciting opportunity to support the delivery of excellent customer service across our partner councils.
As part of the Customer Services management team, you will lead and support a team of Customer Service Advisors, helping to ensure the delivery of an efficient, high-quality and customer-focused service. You will play an important role in maintaining service standards, supporting improvements to day-to-day operations and fostering a positive team culture that puts residents and communities at the heart of everything we do.
The role involves managing the daily operation of the service, including workload allocation, resource planning and performance management. You will coach and support colleagues through regular one-to-one meetings, appraisals and mentoring, creating a positive and encouraging environment where individuals can develop their skills and perform at their best.
You will also oversee complex customer enquiries, complaints and escalations, working closely with colleagues and stakeholders to resolve issues and achieve positive outcomes for customers. By reviewing customer feedback, service trends and performance information, you will help identify opportunities to improve processes and enhance the customer experience.
This is an excellent opportunity for someone who enjoys leading and developing people, solving problems and helping teams deliver great customer service every day. If you are passionate about supporting colleagues, delivering excellent customer service and making a positive difference for residents, we would love to hear from you.
You will need:
- Experience of leading, motivating and developing a customer service team within a busy organisation
- Proven ability to manage performance, drive service improvements and achieve operational targets
- Experience of coaching and supporting colleagues to develop their skills and confidence
- Strong organisational skills with the ability to manage competing priorities and changing demands
- Excellent communication and interpersonal skills, with the ability to build effective working relationships at all levels
- Confidence in handling complex customer enquiries, complaints and escalated cases
- Ability to analyse customer feedback and service data to identify trends and opportunities for improvement
- Good IT skills and experience of using a range of systems and software packages
- GCSE English and Maths (Grade C/4 or above) or equivalent, and/or a qualification equivalent to NVQ Level 3 or significant experience within a customer service environment
Special Conditions:
- Full UK Driving Licence
- Access to a vehicle for work purposes
- Regular travel to CDC and Forest of Dean (FOD) locations
- Requirement to undertake a Baseline Personnel Security Standard (BPSS) check
- Occasional additional hours may be required to meet service needs
What we can do for you:
- Agile working allowing a mix of home and office working
- Flexible working arrangements (depending on the role)
- 27 days paid annual leave (pro rata if you are working part time)
Customer Service Team Leader in London employer: Publica Group Ltd
Publica Group Ltd is an excellent employer, offering a supportive work culture that values community engagement and personal development. As a part-time Civil Enforcement Officer in Cirencester, you'll enjoy flexible working hours, competitive pay, and the opportunity to make a positive impact in your local area while developing your skills in a dynamic outdoor environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Publica Group Ltd. 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 Publica Group Ltd 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 in London
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 Publica Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Publica Group Ltd 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 Publica Group Ltd!
How to prepare for a job interview at Publica Group Ltd
✨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.
