Customer Service Team Lead

About the Role

Our client is seeking an experienced and motivated Customer Service Team Lead to guide their team in Brighton . This leadership role is essential for driving service excellence, mentoring team members, and ensuring the highest standards of customer support are consistently met. You will oversee daily operations, handle escalations, and contribute to strategic initiatives aimed at improving customer satisfaction and retention. This hybrid position offers the benefit of in-office collaboration and remote flexibility. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a proven track record in customer service management, fostering a positive and productive team environment.

Key Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance targets.
• Monitor team performance, providing regular feedback and conducting one-on-one meetings.
• Handle escalated customer issues and complaints, resolving them efficiently and effectively.
• Develop and implement strategies to enhance customer service quality and efficiency.
• Ensure adherence to company policies and procedures by the team.
• Analyze customer feedback and operational data to identify areas for improvement.

Requirements

• Proven experience in a customer service role, with at least 1 year in a supervisory or team lead capacity.
• Demonstrated leadership and team management skills.
• Excellent communication, interpersonal, and conflict-resolution abilities.
• Proficiency in CRM software and customer support best practices.
• Ability to work effectively in a hybrid environment, balancing remote and office-based duties.
• Strong organizational skills and the ability to manage multiple priorities.

Benefits

• Competitive salary with potential for bonuses.
• Hybrid work model offering flexibility.
• Comprehensive medical, dental, and vision benefits.
• Opportunities for leadership training and career advancement.
• A supportive team culture focused on growth and development.