Customer Service Team Leader

Uxbridge/Hybrid

£38k to £42k (salary negotiable depending on experience)

An exciting opportunity has arisen for an experienced customer service professional to lead a high-performing support team. This role will suit someone who is passionate about delivering outstanding customer experiences, developing people, and driving operational improvements.

You will play a key role in ensuring customers receive efficient and effective support while creating an environment where team members can thrive and achieve their full potential.

Key Duties

Delivering an Outstanding Customer Experience

• Act as a senior point of contact for customer enquiries, ensuring issues are resolved efficiently and professionally.
• Handle complex customer cases and escalations, delivering positive outcomes.
• Monitor customer feedback and identify opportunities to enhance service standards.
• Promote a customer-first culture, ensuring quality and consistency across all interactions.
• Provide hands-on support with customer enquiries during busy periods when required.

Leading and Developing a Team

• Lead, motivate, and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions, one-to-ones, and performance reviews.
• Support team development through ongoing feedback and training.
• Manage workloads and resources to ensure service levels are maintained.
• Foster a positive and collaborative team environment.

Driving Service Performance

• Oversee customer service operations across multiple communication channels.
• Monitor performance metrics and identify areas for improvement.
• Work closely with internal teams to resolve issues and improve processes.
• Support the implementation of new systems, procedures, and service initiatives.
• Drive continuous improvement to enhance efficiency and customer satisfaction.

What You Need to Do Now:

If this sounds like the role for you, don’t wait - apply today with your up-to-date CV!

If it’s not quite right for you but you know someone perfect, refer them to us and receive a £100 voucher when they’re placed and pass their probation period (terms apply). Visit our website to read more about our Double the Reward scheme in our blog.

Due to the high number of applications, if you have not heard from us within 48 hours, please assume your application has been unsuccessful.

A little more about us:

We are Top Flight Recruitment Ltd (trading as Uxbridge Employment Agency and Windsor Employment Agency), and act as an Employment Agency when advertising permanent roles and as an Employment Business when advertising temporary or contract roles.

All vacancies are advertised with written instruction from our clients. Where salaries or rates of pay are quoted, the nature of the work, location, and minimum experience, training or qualifications required are stated within the advert.

We never charge fees to work-seekers, and all recruitment is carried out in line with the Conduct of Employment Agencies and Employment Businesses Regulations 2003.

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