Customer Service & Experience Team Leader
On-siteSalisbury, England, United Kingdom
Job Summary
Lead, coach, and support a team of Customer Service Advisors in delivering outstanding service while conducting recruitment, training, induction, reviews, and performance management. Conduct regular team meetings, briefings, and 1:1 sessions to drive operational excellence and identify training needs. Manage workforce planning and rota allocation to ensure appropriate resourcing, monitor individual and team KPIs including CSAT, AHT, and FCR through call and digital audits, and provide statistical analysis and reporting. Support onboarding of new starters, implement improvement plans based on performance trends, and collaborate with departments to resolve operational issues. Deputise for the Customer Service & Experience Manager where required.
Required Qualifications
- Previous experience of leading an inhouse contact centre or customer service environment
- Experience of leading high performance teams ideally with upto 20 direct reports
- Experience of workforce planning and real time analysis
- Experience of leading multi contact channel teams both office based and hybid
- Resilient under pressure
- Excellent communication skills, both verbal and written
- Ability to motivate and influence others
- Good analytical and problem solving skills
- Ability to manage performance effectively
- Exceptional organisational skills and ability to work to deadlines
- An effective and enthusiastic team player
- Self-Motivated and target driven
- Strong attention to detail and high level of accuracy
- Ability to work on your own initiative
- Capable of working under pressure during busy periods
- Experience of high-volume of daily calls and e-mails
- Experience within a fast paced customer service and operations environment
- Knowledge of workforce management principles
- Coaching or leadership qualification
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