Customer Service & Team Leader

Customer Service & Experience Team Leader

Salisbury

Full time

Permanent

Job Title: Customer Service & Experience Team Leader

Location: Salisbury

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

We’re looking for an experienced Contact Centre Team Leader to lead a team of Customer Service Advisors in delivering outstanding customer service. Working alongside other Team Leaders you’ll be responsible for coaching, performance management, achieving operational KPIs and driving operational excellence while creating a supportive and engaging team environment.

The ideal candidate will be an experienced Contact Centre Supervisor or Team Leader within a similar setting and have strong leadership skills, a passion for customer experience and the ability to inspire high performance in a fast paced environment.

• Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively
• Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team
• Conduct regular Team Meetings
• Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times
• Create a positive, inclusive and performance driven environment
• Conduct regular Team Meetings, Briefings and 1:1 sessions
• Support onboarding and training of new starters
• Identify training needs and development opportunities
• Support employee engagement and wellbeing initiatives
• Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework
• Support with the scoping and implementation of new initiatives, systems or processes
• Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)
  • Service Levels
  • Average Handling Time
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FSR)
  • Quality Scores
• Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand
• Identify performance trends and implement improvement plans
• Recognise and reward strong performance
• Ensure customers receive professional, efficient and empathetic service
• Promote continuous improvement in customer journeys and service delivery
• Manage workforce planning and resource allocation including supporting real time operational management where required
• Ensure processes and procedures are updated are followed consistently
• Collaborate with other departments to resolve operational issues
• Produce and analyse team/operational performance reports
• Maintain accurate records of coaching, absence and performance
• Take investigative and remedial action into operational, service and systems issues
• Deputise for the Customer Service & Experience Manager where required
• Previous experience of leading an inhouse contact centre or customer service environment
• Experience of leading high performance teams ideally with upto 20 direct reports
• Experience of workforce planning and real time analysis
• Experience of leading multi contact channel teams both office based and hybrid
• Excellent communication skills, both verbal and written.
• Ability to motivate and influence others
• Good analytical and problem solving skills
• Ability to manage performance effectively
• Exceptional organisational skills and ability to work to deadlines
• An effective and enthusiastic team player
• Self‑Motivated and target driven.
• Strong attention to detail and high level of accuracy.
• Ability to work on your own initiative.
• Capable of working under pressure during busy periods.
• Experience of high-volume of daily calls and e-mails
• Experience with in a fast paced customer service and operations environment
• Knowledge of workforce management principles
• Coaching or leadership qualification

• Consistently achieve or exceed targets across core KPIs:
  • CSAT, QA, Service Levels, and First Contact Resolution (FCR)
  • Delivering strong outcomes without compromising quality or experience
• Maintain a well‑controlled and efficient operation:
  • SLA adherence met or exceeded
  • Average Handling Time (AHT) within…