At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch service delivery.
- Company: Join a supportive company with a focus on teamwork and growth.
- Benefits: Enjoy competitive salary, 23 days leave, life assurance, and more.
- Other info: Opportunity for professional growth in a vibrant office environment.
- Why this job: Make a real impact by developing your team and enhancing customer experiences.
- Qualifications: Leadership experience in customer service and strong team management skills.
The predicted salary is between 27000 - 33000 £ per year.
We are seeking an experienced Customer Services Team Leader to join our South Shropshire client on a full time and permanent basis. The successful candidate will lead and manage a team of customer service colleagues, whilst supporting overall business and quality objectives. Just as importantly, you'll be a supportive, hands-on leader who brings out the best in people. You'll set clear expectations, develop your team through regular training and feedback, and build a positive, customer-focused culture where good work is recognised, and everyone keeps learning. You will lead by example, enjoy developing others and take pride in delivering excellent customer service.
What you can expect:
- Salary: competitive, depending on experience
- 37.5 hours per week, Monday to Friday, 9am – 5:30pm (1 hr for lunch)
- Permanent, full office based, 5 days per week
- 23 days annual leave plus bank holidays
- Life assurance
- 5% matched pension
- Additional benefits e.g. medical cash plan and cycle to work scheme
- Subject to enhanced employment checks including financial probity, basic DBS and 5-year employment references
What you will be doing:
- Manage a team of 10-15 customer service colleagues
- Monitor and manage daily performance against customer SLAs and KPIs, making sure response, turnaround, call handling and resolution targets are consistently met
- Identify risks to service delivery early, track trends and root causes with the Service Performance Lead, and escalate issues and put corrective actions in place
- Make sure customer enquiries, complaints and escalations are handled promptly and professionally, and build a customer-focused culture with positive and respectful customer relationships
- Manage workloads, staffing, leave, training and absence so customer demand is met, and support business continuity plans during busy periods
- Work with the Quality & Development Officer to design and document team processes and procedures, using management information to drive operational improvements
- Set clear performance expectations and monitor individual and team productivity through regular one-to-ones and performance reviews
- Recognise high performance and address underperformance through coaching, development plans and feedback from audits and work assessments
- Identify training needs and deliver ongoing training and coaching, encouraging teamwork, continuous learning and professional growth across the team and wider business
- Carry out HR activities in line with company guidelines, lead by example, and keep your own management skills and CPD up to date
- Be proactively responsible for staff motivation
- Responsible for performance management and motivation of team
This is not an exhaustive job description, and additional duties may be required.
What we are looking for:
- Leadership experience within a customer service environment
- Experience of managing and developing a team of 10+
- Proven experience of administration skills in an office environment
- Sound awareness of business practices
- Experience of complaints handling and customer care, desirable
- Demonstrates ownership and the ability to plan time effectively to deliver results
- Able to use standard Microsoft packages
- Patient and capable of encouraging, motivating and supporting team members
Customer Services Team Leader in Ludlow employer: Recruitment Direct
Join a dynamic team in Bromborough as an Engineering Manager, where you will thrive in a supportive work culture that prioritises health and safety while promoting continuous improvement. With competitive benefits including 25 days of annual leave, free on-site parking, and opportunities for professional growth within a large manufacturing environment, this role offers a rewarding career path for motivated individuals looking to make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader in Ludlow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Recruitment Direct. 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 Recruitment Direct 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 Services Team Leader in Ludlow
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 Recruitment Direct:Your cover letter is your chance to shine! Tell us why you want to work at Recruitment Direct 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 Recruitment Direct!
How to prepare for a job interview at Recruitment Direct
✨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.
