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Customer Services Team Leader

Closing date
Job type
Customer Services Team Leader

We require a motivated, organised and hands on individual, who has the necessary drive and focus to continuously develop and improve the Customer Service process within Welbeing. Through a hands on management style and a “lead by example ethic” they will look to continually drive the efficiency of their team.

The Customer Services Team Leader will provide consistent quality supervision and leadership to the team while training, supervising, daily coaching and developing each individual in informal discussion,formal appraisal and one to one meetings, as well as managing individual performances against the business target and the team member’s personal goals and objectives.

The key areas of responsibility are:

  • Managing and leading the Customer Service Team
  • Deputising for Customers Services Manager
  • Managing the daily operation of the team including rota, holiday and attendance management
  • Ensuring the Team provide Excellent Customer Service to all our customers
  • Focus on improving and developing Customer Service Team processes
  • Shows flexibility
  • Coach and develop the team encouraging personal advancement including new staff member induction groups
  • Be a Welbeing Ambassador and lead by example
  • Accountable for the company Customer Service results and Overall Performance of the Customer Services Team
  • Investigating and resolving any complaints received
  • Manage all areas of Recruitment in line with the Company Policy

Person specification for the position:

  • Previous supervisory experience essential
  • Experience in a busy call centre office or large office environment
  • Ability and examples of how to coach and develop a team
  • Excellent interpersonal and communication skills, both verbal and written
  • Complaint handling and problem solving experience, at supervisory level
  • Computer literate, Word, Excel and Outlook is a minimum requirement
  • Has previously work with a Customer Relationship Management software, personal data or Technician/engineer booking software
  • Ability to work within set work methods and improve/develop processes

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