Customer Service Team Leader
Worcester

About the Role

About the Role -

We are seeking a people and customer passionate Customer Services Team Leader to join our large and growing client who are a leader in their field based in Worcester.

Basic Salary - Upto £25k + Excellent Benefits + Annual Bonus

The successful individual will be passionate about doing what is right for the customer and will Initially be responsible for leading a small team in a high performing Customer Services department which is looking to expand moving forward.

You will be responsible for leading, managing and developing individuals into a high performing team to meet and exceed the service KPI’s set by the business. 

Duties & Responsibilities:

  • Effective and efficient management of the customer services functions
  • Motivate, inspire, lead and develop the customer service team
  • Install an ethos of excellence and responsibility for the customers
  • Review and appraise team performance, identify training needs and plan training sessions;
  • Demonstrate continuous effort to improve quality and operational efficiency, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
  • Ensure that KPIs and SLAs performance targets are met or exceeded
  • Managing CRM system


Essential skills and experience:

  • You’ll ideally have a telecommunications background in leading a Customer Service team
  • You will be passionate about the customer experience, leading ‘voice of the customer’ initiatives with the aim of improving the service
  • Planning & Scheduling
  • You will be an excellent communicator and will have a demonstrable background building strong and effective relationships with your employees, your peers and your manager
  • You’ll be an excellent coach and line manager capable of mentoring your direct reports and moulding their development


This is a great role for an experienced Customer Service Team Leader professional to join a people led, service organisation.

Please contact Kelly Bristow DDI 01905 330 783

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