Customer Care Team Leader

Job Summary

We have an exciting opportunity for you to become a Customer Service Team Leader in our award‑winning Customer Care department, based at our Telford Head Office. At Lyreco, providing every customer with an excellent quality service is our number one priority, due to our ongoing commitment to our customers. If you are passionate about delivering a best‑in‑class customer experience to drive loyalty and sales, have previous demonstrable experience of managing a large team and the ability to gain trust and respect of others then this could be the ideal role for you.

Telford Head Office – office based. Monday‑Friday (9am – 5.30pm)

• To manage the day‑to‑day activity and development of a team of customer care advisors within the WISE customer care team.
• To monitor key activities to ensure the team delivers customer satisfaction and generates customer loyalty whilst dealing expertly with a wide variety of customer interactions, following the Group best practice and WISE standards.
• To act as a voice of our customer to ensure management priorities are focused on what matters to them.
• To keep your team motivated whilst dealing with large volumes of calls.

• Experience of leading a large customer‑facing team.
• Excellent communication and presentation skills with the ability to articulate your message and build trust with your team, customers and colleagues.
• The ability to motivate, lead and inspire a team.
• Ability to handle a fast‑paced workload whilst maintaining a high standard of quality.
• Ability to work as part of a team and achieve common goals through personal contribution.

• 23 days holiday + BH
• Company Pension
• Life Assurance
• Employee Assistance Programme
• Cycle to Work Scheme
• Retail Vouchers
• Eye care vouchers

We’re committed to equality, diversity and inclusion as part of our culture. We embed the principles of equality, diversity and inclusion into everything we do, including our staff, customers, suppliers and local community. We are committed to the wellbeing of all our staff and to the sustainability of our environment.