Customer Service Team Lead - Reading

About the Role

Our client is seeking an experienced and dynamic Customer Service Team Lead to guide and motivate their support team in Reading . This leadership role is critical in overseeing daily operations, ensuring the team meets performance targets, and fostering a positive and productive work environment. You will be responsible for coaching, training, and supporting team members to deliver outstanding customer service. This hybrid position offers a blend of office-based leadership and remote flexibility, ideal for driving success in Reading .

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve individual and team goals.
• Monitor team performance, analyze key metrics, and implement strategies for improvement.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Ensure adherence to company policies and procedures, maintaining high service standards.
• Conduct regular team meetings, provide feedback, and facilitate professional development.

Requirements

• Proven experience in a customer service role, with at least 1-2 years in a leadership or supervisory capacity.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Experience with performance management and coaching techniques.
• Ability to work effectively in a hybrid model in Reading .

Benefits

• Competitive salary with leadership bonus potential.
• Hybrid working model promoting work-life balance.
• Comprehensive benefits package including health and dental insurance.
• Significant opportunities for career progression.
• Supportive management and a collaborative team culture.