Customer Service Team Leader
Location
Warrington, Cheshire | United Kingdom
Job description
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Warrington Permanent £30,000 - £30,000 per year
About Our Client
Are you passionate about delivering exceptional customer service? Do you have experience leading and motivating teams? If so, we have an exciting opportunity for an enthusiastic Customer Service Team Leader to join our dynamic team based in Warrington
Job Description
As the Customer Service Team Leader, you will play a crucial role in ensuring our team delivers outstanding performance. Your responsibilities will include:
- Leading, motivating, and coaching your team to achieve KPIs, including quality and productivity targets.
- Conducting quality monitoring and providing feedback to help team members improve and excel.
- Identifying trends in call handling and developing solutions to enhance the customer experience.
- Being the point of escalation for complex queries and supporting with customer escalations when needed.
- Assisting in the recruitment process of new agents through interviews.
- Taking charge of training and supporting new and existing team members.
- Collaborating with other senior team members to share knowledge, skills, and best practices.
- Conducting 1:1s, return-to-work sessions, and team meetings to maintain team standards.
The Successful Applicant
- Previous experience in a senior or team leader role within a customer service or call center environment.
- Excellent coaching skills with the ability to motivate, engage, and improve team performance through constructive feedback.
- Strong organisational and time management skills.
- A service-oriented mindset, capable of balancing customer satisfaction with business requirements.
- Self-motivated, with the ability to prioritise workload and problem-solve, even under pressure.
- Positive attitude and adaptability to embrace change.
- Proficient computer skills, including MS Office and familiarity with customer databases.
- Keen attention to detail and accuracy in maintaining call notes.
What's on Offer
- Competitive base salary based on experience.
- Opportunities to earn additional incentives.
- 28 days of holiday, including bank holidays.
- Enjoy team breakfasts and lunches.
- Access to our pension plan.
- Opportunities for career growth and training as the company expands.
- Work in a fun and sociable team environment.
- Benefit from the Cycle to Work Scheme and Referral Scheme.
Page Personnel is part of PageGroup. Page Personnel is a trading name of Michael Page International Recruitment Limited. Registered in England No. 04130921 Registered Office: 200 Dashwood Lang Road , Addlestone, , Surrey , KT15 2NX
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