Customer Service Team Lead

About the Role

Our client is seeking an experienced and motivating Customer Service Team Lead to join their team in Nottingham . In this role, you will be responsible for guiding, supporting, and developing a team of customer service professionals to deliver exceptional service. You will oversee daily operations, handle escalated issues, and ensure team performance meets and exceeds targets. This is a fantastic opportunity to take on a leadership role within a supportive, hybrid work environment, combining on-site management with remote flexibility in Nottingham .

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve individual and team goals.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Handle complex customer escalations and resolve challenging issues effectively.
• Ensure adherence to service level agreements and company policies across the team.
• Contribute to the development and implementation of customer service strategies and best practices.
• Analyze team metrics and identify areas for improvement in efficiency and customer satisfaction.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to motivate and develop a team effectively.
• Proficiency in using CRM software and performance tracking tools.
• Experience working within a hybrid work model is advantageous.

Benefits

• Competitive salary package with leadership incentives.
• Flexible hybrid working arrangements to promote work-life balance.
• Comprehensive health and retirement benefits.
• Opportunities for career advancement and leadership development.
• A supportive team environment focused on collaboration and growth in Nottingham .