Customer Service Team Lead

About the Role

Our client is looking for a motivated and proactive Customer Service Team Lead to manage and guide their customer support operations in Newcastle upon Tyne . This role involves leading a team of customer service professionals, ensuring they meet performance targets and deliver outstanding customer experiences. You will play a vital part in fostering a positive team culture and driving continuous improvement in service delivery. This position offers a fantastic chance to develop leadership skills in a busy, customer-focused setting right here in Newcastle .

Key Responsibilities

• Supervise, coach, and motivate a team of customer service agents to achieve departmental goals.
• Monitor team performance metrics and provide regular feedback and support.
• Handle escalated customer complaints and ensure satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Conduct team meetings and training sessions to enhance service quality.

Requirements

• Previous experience in a supervisory or team lead role within customer service.
• Demonstrated ability to lead, motivate, and manage a team effectively.
• Strong understanding of customer service principles and best practices.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Proficiency with CRM systems and customer support software.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive benefits package including health and dental.
• Generous annual leave allowance.
• Opportunities for leadership training and career growth.
• A supportive team environment in Newcastle upon Tyne .