Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and inspire a team to deliver outstanding customer experiences.
- Company: Join a dynamic and supportive team focused on growth.
- Benefits: Competitive salary, performance incentives, and development opportunities.
- Why this job: Make a real impact by coaching and empowering others.
- Qualifications: Experience in team leadership and strong communication skills.
- Other info: Exciting environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Are you passionate about driving performance and creating a positive team culture? We’re looking for a Customer Service Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.
What You’ll Do
- Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
- Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
- Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
- Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
- Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
- Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.”
What We’re Looking For
- Proven experience in team leadership within a contact centre or similar environment.
- Strong coaching and motivational skills.
- Excellent communication and problem-solving abilities.
- Familiarity with Zendesk and CRM systems is a plus.
Why Join Us?
- Be part of a dynamic, supportive team.
- Opportunities for growth and development.
- Competitive salary and performance-based incentives.
Ready to lead and make an impact? Apply now and help deliver exceptional service every day!
Customer Service / Business Support Customer Service Team Leader in Reading employer: Success Talent
Contact Detail:
Success Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service / Business Support Customer Service Team Leader in Reading
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Team Leader role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your passion for coaching and motivating teams during interviews. Share specific examples of how you've inspired others to achieve their targets and improved performance metrics in previous roles.
✨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 are proactive about joining our dynamic team.
We think you need these skills to ace Customer Service / Business Support Customer Service Team Leader in Reading
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for customer service and team leadership shine through in your application. We want to see how you can inspire and motivate others, so share examples of how you've done this in the past!
Be Specific About Your Experience: When detailing your previous roles, focus on your achievements and the impact you've made. Mention specific metrics like Average Handle Time or call answer rates that you've improved, as this aligns with what we're looking for.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. Highlight your familiarity with tools like Zendesk and any relevant coaching experience to stand out.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Success Talent
✨Know Your Metrics
Familiarise yourself with key performance metrics like Average Handle Time (AHT) and call answer rates. Be ready to discuss how you’ve used these metrics in previous roles to drive team performance and improve customer service.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached and motivated a team in the past. Think about specific situations where your leadership made a difference, and be ready to share those stories during the interview.
✨Demonstrate Customer Focus
Be prepared to discuss how you handle escalated inquiries and complaints. Share examples that highlight your problem-solving abilities and how you balance customer needs with business objectives.
✨Get Familiar with Zendesk
If you have experience with Zendesk or similar CRM systems, make sure to mention it. If not, do a bit of research beforehand so you can speak confidently about how you would use such tools to maintain quality and accuracy in customer records.
