Team Leader - Customer Service

About the Role

Our client is seeking an enthusiastic and experienced Team Leader to manage their remote Customer Service team, based in and around Oxford . This role is crucial for ensuring high levels of customer satisfaction by guiding and supporting a team of customer service representatives. You will be responsible for monitoring team performance, coaching team members, and driving operational excellence in a remote-first setting, ensuring a seamless and positive customer experience.

Key Responsibilities

• Lead, coach, and motivate a team of remote customer service representatives to achieve performance targets.
• Monitor team performance, analyze customer service metrics, and implement strategies for improvement.
• Handle escalated customer issues and ensure timely and satisfactory resolution.
• Conduct regular team meetings and one-on-one sessions to provide feedback and support.
• Ensure adherence to company policies, procedures, and quality standards for customer interactions.
• Collaborate with other departments to address customer needs and improve overall service delivery.

Requirements

• Previous experience in a team leader or supervisory role within customer service.
• Proven ability to motivate and manage a remote team effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with customer service software and remote collaboration tools.
• Ability to work independently and manage time effectively in a remote environment.

Benefits

• Competitive salary with potential for performance bonuses.
• Fully remote working arrangement offering significant flexibility.
• Comprehensive benefits package including health and dental insurance.
• Opportunities for professional development and career growth.
• A supportive and collaborative remote team culture.