Customer Service Team Lead in Leicester

Are you an experienced Team leader looking for a new challenge within a business that is forward thinking and rapidly growing?

We are recruiting for an award winning client that offer great benefits, career progression and most importantly a great working culture!

Your role

• Ensure the team consistently delivers high-quality service to customers and drivers.
• Monitor and uphold standards of accuracy and professionalism across all communications.
• Act as the escalation point for internal teams, stakeholders, customers, and third parties.
• Champion the customer service journey across departments, ensuring seamless handoffs and consistent care.
• Lead with empathy, prioritising team wellbeing and engagement.
• Coach team members to excel across all communication mediums.
• Deliver inspiring inductions and contextual new starter training.
• Provide ongoing training in processes, systems, legislation, and product knowledge.
• Identify and nurture talent within the team, encouraging growth and development.
• Deliver constructive feedback and set SMART objectives for individuals and the team.
• Conduct monthly 1-2-1s to review progress, celebrate achievements, and identify development opportunities.
• Build strong relationships with stakeholders including customers, ADMs, Supervisors, Resolutions, suppliers, and partners.
• Share best practices and encourage collaborative problem-solving across teams.

Key Skills

• Proven leadership in a customer service environment.
• Strong coaching and mentoring capabilities.
• Excellent communication and interpersonal skills.
• Strategic thinker with a continuous improvement mindset.
• Ability to manage escalations and resolve complex issues.
• Passionate about delivering exceptional customer experiences.
• Comfortable challenging the status quo to drive innovation.