Digital Customer Service Team Leader

DIGITAL CUSTOMER SERVICE TEAM LEADER
Salary: £27,872
Location: Warrington - fully office-based role
Hours: Any 5 days in a week, 8-hour shifts (40hr). Weekend work and late-night working (up until 9pm) will be required on a rotational basis.
Contract: Permanent, ASAP start

An exciting opportunity has arisen for a Customer Service Team Leader in Warrington. This role involves working in a fast-paced environment, overseeing the quality of service delivered to both customers and colleagues across the business. The successful candidate will actively support team development, encouraging growth in skills and knowledge. Ideal for someone who thrives in a demanding role while maintaining a focus on delivering exceptional customer experiences.

• Competitive salary of £27,872
• Opportunity to work in a dynamic, fast-paced environment
• Chance to lead and develop a dedicated customer service team

What you'll do:

As a Customer Service Team Leader, you will be at the forefront of ensuring excellent service delivery. You will manage quality and performance against agreed frameworks, resolving customer account queries efficiently. Your role will involve supporting frontline teams where necessary, understanding fully and complying with key regulatory objectives. You will also deliver engaging coaching sessions to your team, fostering an environment that promotes development and idea generation.

• Manage quality and performance against agreed frameworks and SLAs
• Have full knowledge of your own and wider business KPI's, with the ability to report against them
• Effectively manage absence in line with company policies
• Resolve all customer account queries efficiently and in a timely manner
• Support frontline teams where complaint escalations are necessary
• Deliver engaging coaching and feedback sessions to team, agreeing defined actions where opportunities for improvement are identified
• Create a team environment that promotes development and idea generation

What you bring:

The ideal candidate for this Customer Service Team Leader role will bring proven experience in creating and managing customer service teams. They will have a positive approach to learning new things, coupled with a strong background in management. A curiosity about our industry is essential, as is the ability to thrive in a fast-paced environment. Strong communication skills are crucial for delivering engaging coaching sessions and fostering an environment that promotes development.

• Proven experience in creating and managing customer service teams
• Positive approach to learning new things
• Background in management
• Curiosity about the industry
• Ability to work in a fast-paced environment
• Strong communication skills

What sets this company apart:

Our client is committed not only to their customers but also to their employees, providing an environment where people can learn, develop and grow both professionally and personally. They offer extensive product options, ensuring every customer can find something they enjoy. Their dedication extends to their Customer Service Teams who are passionate about delivering great service and constantly improving everything they do.

• Extra Rewards: Unlock bonuses to boost your income.
• Future Security: Build savings with monthly pension contributions.
• Family Support: Enhanced Maternity & Paternity Pay for life's big moments.
• Refer & Earn: Get rewarded through our 'Refer a Friend' program.
• Peace of Mind: Death-in-service benefit for financial security.
• Smart Savings: Enjoy discounts and cashback from top retailers.
• 24/7 Healthcare: Access virtual GP services anytime for you and your family.
• Mental Wellbeing: Get support through counselling and self-help resources.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates