Customer Service Team Lead

About the Role

Our client is seeking an experienced and proactive Customer Service Team Lead to manage and motivate their customer support team in Birmingham . You will be responsible for overseeing daily operations, ensuring that service level agreements are met, and driving continuous improvement in customer satisfaction metrics. This leadership role requires a blend of strong interpersonal skills, operational expertise, and a passion for delivering exceptional customer experiences, making a significant impact on team performance and customer loyalty within the vibrant commercial hub of Birmingham .

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Monitor team performance, set objectives, and conduct regular performance reviews.
• Manage the allocation of workload and resources to ensure efficient service delivery.
• Handle complex customer escalations and resolve issues that cannot be addressed by the team.
• Implement and refine customer service processes and procedures to enhance efficiency and customer satisfaction.
• Analyze customer feedback and performance data to identify trends and areas for improvement.

Requirements

• Minimum of 3 years' experience in customer service, with at least 1 year in a team lead or supervisory role.
• Demonstrated ability to lead and motivate a team effectively.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving and conflict-resolution skills.
• Familiarity with customer service software and reporting tools.
• Based in or willing to commute to Birmingham .

Benefits

• Competitive salary package, up to 35000 per annum.
• Full-time employment with structured working hours.
• Private health insurance and other medical benefits.
• Extensive training and development opportunities for career growth.
• A dynamic and supportive workplace culture that values teamwork and initiative.