Customer Service Team Leader
Wolverhampton
£28,000-£30,000p.a.
* Do you have a background in managing people from a contact centre and helping them shine?
* Are you experience in retention and looking for an exciting role to portray your soft skills?
* Do you want to work for a nationally renowned company who put their people first?
The Company:
ER Recruitment are excited to be working with our prestigious, national client on this fantastic Customer Service Team Leader position.
The successful candidate will have a background in leading a team in a call centre environment with emphasis on retentions.
Role & Responsibilities of the Customer Service Team Leader :
* Support team members in achieving performance metrics and measures, including individual save rates, quality assurance measures, productivity and behavioural targets.
* Inspire and motivate your team to reach their full potential through ongoing coaching and feedback.
* Lead by example, setting the standard for behaviour and performance.
* Use data to understand team and individual performance, taking immediate action where needed.
* Drive a culture of continuous improvement by solving problems and sharing best practices.
* Work collaboratively with other departments to deliver a “right first time” outcome for customers.
* Ensure compliance with internal policies, procedures, and guidelines to deliver accurate customer outcomes.
* Manage costs in line with business targets, and look for opportunities to reduce waste.
* Support personal and team growth by overseeing development and promoting progression opportunities.
* Recognise and reward team successes to guide a positive and engaged culture.
* Recruit and retain talent, supporting succession planning and development.
About You as the Customer Service Team Leader:
* Proven leadership skills with the ability to inspire and develop a high-performing team.
* A passion for coaching and motivating others to reach their full potential.
* A continuous improvement mindset, encouraging problem-solving and sharing best practices.
* Retention or sales experience ideally B2B - in a high volume, high pressure environment.
* A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business.
* Ideally the ability to influence and construct business strategy and improvements.
* Ability to reduce and manage customer demand is strongly desired.
* Strong knowledge and demonstrated skills in utilising a CRM effectively.
Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.
While we aim to get back to all applicants, if you do not receive a response within 7 working days then unfortunately your application has been unsuccessful on this occasion.
We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.
We look forward to hearing from you.