As a key member of the department, the Team Leader supports the Customer Service Management in the effective oversight and day-to-day operation of the Customer Service Department. This role is central to ensuring the team receives the guidance, support, and structure needed to perform at a high level. Some of the key areas of responsibility include: Assist in successfully managing the team ensuring all Key Performance indicators (KPI) are met Conduct regular one-to-one meetings with team members each period, identifying areas for improvement and escalating any concerns to management. Collaborate with the Team Support Manager to deliver training sessions and address performance or knowledge gaps. Keep both yourself and the team up to date with product knowledge, system enhancements, NHS developments, company procedures, and complaint processes. Inspire and motivate the team to consistently deliver outstanding customer service, providing coaching and support, including handling calls when necessary Complete quality checks, reviewing outcomes with staff and offering constructive feedback for improvement. Key Personal Characteristics: Ability to work well as part of a team but also to work under own initiative Trustworthy, honest, committed and to work with integrity Strong verbal and written communication skills with the ability to communicate at various levels, internally and externally The Business We are a nationally based opticians and hearing care business. With a Head Office in Birmingham and a local manufacturing facility, we support over 169 retail branches across England, Scotland and Wales. This is a family owned business, which has maintained a presence in the city since 1938, and we are expanding. Benefits 28 days’ annual leave - Sick Pay - Pension - Generous staff discount scheme If you are interested in a new role and you want to know more about this opportunity, please get in touch.