At a Glance
- Tasks: Lead a team to deliver top-notch customer service and drive improvements.
- Company: Join a supportive and collaborative contact centre team.
- Benefits: Generous leave, flexible working, and focus on employee wellbeing.
- Other info: Opportunities for learning and career progression in a dynamic environment.
- Why this job: Make a real impact by enhancing customer experiences and team performance.
- Qualifications: Experience in customer service leadership with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
About the Role
We are looking for a dynamic and motivated Team Leader to support the delivery of high-quality customer service within our Contact Centre. You will play a key role in leading a team, ensuring excellent customer experiences, and driving continuous improvement across services. You will need to be flexible in your approach to working hours to meet the needs of the service, which operates between 8:30am and 5:30pm, Monday to Friday.
Key responsibilities
- Coach and develop a team of customer service staff to ensure an excellent customer experience is provided.
- Act as escalation point for complex customer enquiries.
- Work with council services to improve customer journeys.
- Use performance data to drive quality and service improvements ensuring that individual and team KPI's are achieved.
- Maintain CRM and service system knowledge.
- Support staff development and performance management.
- Provide support for Revenues and Benefits enquiries, ensuring accurate advice and effective query resolution.
- Promote a positive customer-focused culture.
- Deputise for the Contact Centre Manager.
About You
You will be an experienced customer service team leader with:
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Confidence working in a fast-paced, high-demand environment.
- A proactive approach and commitment to continuous improvement.
- The ability to motivate and inspire a team to achieve high performance.
Working Arrangements
- 36 hours per week (office based).
- Travel between sites may be required.
- Occasional out-of-hours working may be necessary.
Our Values
- Putting customers first.
- Being adaptable.
- Taking responsibility.
- Working together.
What We Can Offer You
- A supportive and collaborative working environment.
- Opportunities for learning, development, and career progression.
- A strong focus on employee wellbeing, including access to support services.
- Generous annual leave entitlement (plus bank holidays).
- Flexible working opportunities where service needs allow.
- Access to staff benefits, discounts, and wellbeing initiatives.
Additional Information: The successful applicant will be required to undergo security checks as part of the Baseline Personnel Security Standard for accessing Government records. This will include a Basic DBS check. If you are disabled or your last employer was the armed forces, and you meet all the essential criteria of the post, you will be guaranteed an interview.
Customer Service Team Leader x 2 in Ormskirk employer: West Lancashire Borough Council
Join our dynamic team as a Customer Service Team Leader, where you will thrive in a supportive and collaborative environment that prioritises employee wellbeing and development. With generous annual leave, flexible working opportunities, and a strong focus on continuous improvement, we empower our leaders to inspire their teams and enhance customer experiences. Located in a vibrant area, this role offers the chance to make a meaningful impact while enjoying a fulfilling career path.
Contact Details:
West Lancashire Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader x 2 in Ormskirk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at West Lancashire Borough Council. 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 West Lancashire Borough Council 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 x 2 in Ormskirk
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 West Lancashire Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at West Lancashire Borough Council 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 West Lancashire Borough Council!
How to prepare for a job interview at West Lancashire Borough Council
✨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.
