Customer Service Team Lead

About the Role

Our client is looking for an experienced and motivating Customer Service Team Lead to oversee their support operations in Reading . This pivotal role involves leading a team of customer service professionals, ensuring high standards of service delivery, and driving performance. You will provide guidance, support, and training to your team, while also handling complex customer escalations. This position operates under a hybrid model, offering a blend of on-site leadership and remote management flexibility.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve performance targets.
• Monitor team performance metrics and implement strategies for improvement.
• Handle escalated customer complaints and complex issues with a focus on resolution.
• Develop and deliver training programs for new and existing team members.
• Ensure adherence to company policies and procedures by the team.
• Collaborate with management to set service level objectives and customer satisfaction goals.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Excellent leadership, communication, and interpersonal skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and performance management tools.
• Ability to work effectively in a hybrid environment, managing remote and on-site staff.
• Demonstrated ability to resolve complex customer issues.

Benefits

• Competitive salary with leadership premium.
• Hybrid work structure offering flexibility.
• Opportunities for professional development and management training.
• Comprehensive health and wellness benefits.
• A positive and empowering team leadership role in Reading .