Customer Service Team Leader

Location: Wythenshawe | Hybrid Working

Salary: £30,000 - £35,000 per annum

We are seeking a dynamic and experienced Customer Service Team Leader to join a well-established insurance provider based in Wythenshawe. With over 25 years in the industry, this business has built a strong reputation for delivering exceptional service and innovative insurance solutions.

This is a fantastic opportunity for a motivated individual with a strong background in Zendesk, live chat, and ticketing systems to lead a team of dedicated customer service agents. The role offers a hybrid working model, combining office-based collaboration with the flexibility of remote work.

• Lead, coach, and develop a team of Live Chat Agents to deliver outstanding customer service.
• Oversee daily operations within Zendesk, ensuring efficient handling of live chats and support tickets.
• Monitor team performance, set KPIs, and provide regular feedback and training.
• Act as the Zendesk champion within the team - driving best practises, reporting, and system optimisation.
• Handle escalated customer queries and ensure swift resolution.
• Collaborate with other departments to ensure a seamless customer journey.
• Analyse customer service metrics and implement improvements where necessary.

• Proven experience in a customer service leadership role, ideally within the insurance or financial services sector.
• Strong working knowledge of Zendesk, including live chat and ticketing functionalities.
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and drive performance improvements.
• Comfortable working in a hybrid environment.

• Competitive salary of £30,000 - £35,000 depending on experience.
• Hybrid working - a mix of office-based and remote work.
• 25 days holiday plus bank holidays.
• Extra day off for your birthday.
• Enhanced sick pay after 12 months of service.
• Employee Assistance Programme (EAP).
• Free on-site parking.
• Casual dress code.
• Be part of a company with over 25 years of industry experience.

If you're ready to take the next step in your customer service career and have the Zendesk expertise to match, we'd love to hear from you.