Customer Service Team Lead

About the Role

Our client is looking for a dedicated and results-oriented Customer Service Team Lead to manage and motivate their support team in Birmingham . This role is crucial for maintaining high standards of customer service, ensuring team efficiency, and achieving departmental goals. You will lead by example, fostering a positive and productive work environment while directly contributing to customer satisfaction and retention. This is an excellent opportunity for an experienced customer service professional to step into a leadership position, shaping the future of customer interactions for our client, based in a well-connected city centre office.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve performance targets.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex inquiries with professionalism and efficiency.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Ensure adherence to company policies and procedures by the support team.
• Collaborate with management to set team goals and objectives.

Requirements

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Strong leadership, coaching, and motivational skills.
• Excellent problem-solving and conflict resolution abilities.
• Proficiency in customer relationship management (CRM) software.
• Ability to analyze performance metrics and implement improvement plans.

Benefits

• Competitive salary package with performance incentives.
• Opportunity to lead and develop a dedicated customer service team.
• Comprehensive training and professional development programs.
• Health and wellness benefits.
• A collaborative and supportive work environment in the heart of Birmingham .