Team Leader - Customer Service

Customer Service Team Leader Opportunity

A dynamic and forward-thinking Customer Service Team Leader (CSTL) role is available, offering an exciting opportunity to lead and inspire a team while contributing to the future of customer service. Based at a vibrant Centre of Excellence in Birmingham with a hybrid working model, this position combines in-office collaboration with the flexibility to work from home. This role is ideal for an individual eager to shape innovative customer service processes and lead a team delivering exceptional support to customers across multiple channels, including telephony, email, social media, and in-app conversations.

Why This Role Stands Out

1. Pioneering Opportunities: The role involves shaping and refining customer service operations and processes for a new bank, with significant input into the customer experience journey.
2. Impactful Leadership: Manage a dynamic team while handling diverse customer interactions, including complaints handling and supporting vulnerable customers.
3. Growth Potential: The role offers numerous opportunities for personal and professional development, including leadership pathways, cross-training, and upskilling.
4. Flexible Work Balance: A hybrid work model allows for a combination of remote flexibility and office-based teamwork.

Key Responsibilities

The Customer Service Team Leader will:

1. Lead a team of Customer Service Agents, ensuring high-quality service delivery across all channels.
2. Promptly resolve customer inquiries and complaints while ensuring adherence to internal policies and regulatory compliance.
3. Provide customers with clear, step-by-step guidance to troubleshoot and solve issues effectively.
4. Share feedback from customers and team members to foster continuous improvement.
5. Oversee team performance through coaching, personal development plans, and regular reviews.
6. Support recruitment, onboarding, and training to build a high-performing team.
7. Ensure operational procedures remain up-to-date and compliant.
8. Collaborate with other departments to enhance efficiency and mitigate risks.
9. Act as a deputy for the Head of Operations when required, providing leadership and expertise.

Candidate Requirements

The ideal candidate will demonstrate:

1. Experience: A minimum of 2 years in customer service, with proven leadership and team development skills.
2. Leadership Abilities: A track record of motivating and guiding teams to success.
3. Exceptional Communication: Proficiency in delivering professional, clear, and friendly interactions across multiple channels.
4. Problem-Solving Expertise: A proactive approach to resolving customer issues effectively.
5. Adaptability: The ability to manage evolving priorities in a fast-paced environment.
6. Empathy and Patience: A calm demeanor when handling challenging customer interactions.
7. Collaboration Skills: A commitment to working as part of a team and fostering strong relationships.
8. Time Management: Effective prioritization and multitasking abilities to meet customer needs promptly.

Benefits of the Role

1. Innovative Environment: Work in a vibrant, fast-paced company that values creativity and teamwork.
2. Career Progression: Access to tailored professional development opportunities as the organization grows.
3. Work-Life Balance: Enjoy the flexibility of a hybrid working model.
4. Supportive Culture: Be part of a collaborative team focused on delivering exceptional customer service.

This role offers a unique opportunity for individuals looking to take their leadership skills to the next level in a growing and innovative company. Interested candidates are encouraged to apply and become part of a team redefining customer service excellence.