Customer Service Team Leader

An exciting opportunity has arisen for a Customer Service Team Leader to join an established team on a full-time, permanent basis. The successful candidate will ideally have experience working within a call centre environment, a good understanding of CRM, reporting and experience leading a team.

The Customer Service Team Leader will be responsible for overseeing the team’s performance which will include planning, coordinating, coaching and developing plans to achieve the departments targets.

Key tasks

• Determine, plan and direct work flow with the phone team daily


• Analyse work flow issues and implement workable solutions.


• Conduct staff 1-1 Meetings (support, informal, appraisals, RTW etc.) and reporting to Operations Manager


• Pulling daily reports on CRM


• Prepare rotas for phone & colleague support teams


• Authorising annual leave


• Report absences on the internal system and to HR


• Give clear direction and leadership to the team


• Achieve call turn around within set timeframes


• Chair return to work meetings


• Support with HR including recruitment, inductions and reviews


• Handle customer enquiries and complaints.


• Plan and organise the purchase of supplies in accordance with purchasing policies and budgets.


• Attend weekly EOS leadership meetings

Key skills and experience:

• Previous experience working within a Team Leader position


• Excellent organisation and management skills


• Confident and assertive decision maker


• Strong verbal and written communication skills


• Positive and motivational

If you do not hear from a consultant within 1 week of your application, then unfortunately, on this occasion you have not been successful