Customer Service Team Lead

About the Role

Our client is seeking an experienced and empathetic Customer Service Team Lead to guide their customer support operations in Manchester . In this hybrid role, you will be responsible for leading, training, and motivating a team of customer service representatives to deliver exceptional service. You will act as a point of escalation for complex customer issues and contribute to improving customer service processes and standards. This position is ideal for a natural leader with a passion for customer satisfaction and a desire to foster a positive and productive team environment, blending remote flexibility with essential in-office collaboration.

Key Responsibilities

• Lead, coach, and mentor a team of customer service advisors, setting clear performance expectations and providing regular feedback.
• Handle escalated customer inquiries and complaints, resolving issues efficiently and effectively.
• Develop and implement training programs to enhance the skills and product knowledge of the team.
• Monitor team performance metrics, identify areas for improvement, and implement action plans.
• Contribute to the development and refinement of customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer satisfaction.

Requirements

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or team lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Ability to motivate and inspire a team in a dynamic retail support environment.
• Experience with CRM software and customer service ticketing systems.

Benefits

• Competitive salary with regular reviews.
• Hybrid working model offering a blend of remote and office-based work.
• Opportunities for career progression within the customer service department.
• Comprehensive training and ongoing professional development.
• A supportive and team-oriented work culture in a busy retail setting.