Customer Service Team Leader

Customer Service Team Leader Contract Type:
Temporary (12 Weeks )

Start Date:

ASAP

Location:

Welwyn – Hybrid min 3 days in office, 2 days at home Salary: £23.39 Per Hour

Working Hours:

37 hours per week – Monday to Friday

Start Date:

ASAP My Welwyn based client is recruiting for an Experienced Customer Service Team Leader to oversee a busy customer service function. This Team Leader opportunity will suit an experienced people manager who can confidently lead across both a process-driven administrative team and busy customers facing reception environment . The successful Team Leader will manage day-to-day service delivery across phone, digital and face-to-face channels, while providing strong support, coaching and structure to a team of 10 that has been through significant change.

This is an excellent opportunity for someone with sound judgement, empathy and the confidence to handle challenging situations in a calm and professional manner. Day-to-day of the role Oversee service delivery for front-of-house reception and a regulatory support function Support team performance to ensure customer queries are resolved accurately and efficiently Act as an escalation point for both routine and complex customer interactions Manage one-to-ones, rotas, holiday requests and return-to-work meetings Provide coaching, structure and encouragement to help the team meet expected service standards Support staff with both positive and challenging face-to-face interactions, including sensitive situations involving vulnerable customers Maintain accurate customer records, ensuring service requests, queries and complaints are logged correctly in CRM and related systems Help the team adapt to changing service needs and new ways of working during a challenging transition period.

Required

Skills & Qualifications Previous experience in a Team Leader or customer service management role Strong people management experience within a customer service environment Confident handling face-to-face, telephone and digital customer contact Excellent interpersonal and communication skills Good judgement and the ability to make balanced decisions in a fast-paced environment Empathetic, supportive and resilient approach to team leadership Confident managing challenging situations professionally and calmly Experience conducting one-to-ones, managing rotas and supporting absence processes Strong organisational skills and the ability to balance competing priorities Good general office and CRM systems experience Adaptable and comfortable working across both administrative and customer-facing services A proactive and driven attitude, with the ability to motivate and develop others Benefits Free Parking Supportive working environment with training provided on internal systems and processes.