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Customer Service & Admin Team Leader
Keighley
2 hours ago
Full-time
On-site
Keighley, Bradford
£30,000 - £35,000 GBP yearly
Customer Services
Contract: Temp to Perm
Hours: Monday–Friday, 5:00pm–1:30am, with 1 in 3 weekends
We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.
This is an excellent opportunity for an experienced contact centre or customer service professional who is ready to take the next step in their career and lead a frontline team.
The Role
As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.
You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.
Key Responsibilities
*
Lead and coordinate the daily operations of the Customer Service & Admin team.
*
Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.
*
Coach, develop and motivate team members to reach their full potential.
*
Conduct performance reviews, development plans and regular 1-to-1s.
*
Support the recruitment and onboarding of new team members.
*
Ensure new employees receive appropriate training and ongoing development.
*
Handle customer complaints and ensure issues are resolved promptly.
*
Monitor workloads, backlogs and service levels to ensure deadlines are met.
*
Identify opportunities to improve customer experience and operational processes.
*
Ensure company policies, procedures and processes are followed.
*
Deal with day-to-day operational issues and escalate more complex matters where appropriate.
*
Promote a positive, collaborative and customer-focused working environment.
About You
The successful candidate will have:
*
Previous team management or supervisory experience within a busy contact centre environment – essential.
*
Experience managing day-to-day customer service operations.
*
Strong people management, coaching and development skills.
*
Experience working to KPIs and SLAs.
*
Excellent customer service and complaint-handling skills.
*
Strong communication and problem-solving abilities.
*
A well-organised approach with excellent attention to detail.
*
Experience with SAP, CRM or Salesforce would be advantageous.
What's on Offer?
*
Salary of up to £35,000 once permanent, depending on experience
*
Quarterly bonus of approximately 6% of annual salary once permanent
*
25 days' holiday
*
Company pension scheme, life assurance
*
Employee Assistance Programme
*
Cycle to Work Scheme
*
Employee discounts
*
Training and development opportunities
*
Hybrid working available
If you're an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we'd love to hear from you
Hours: Monday–Friday, 5:00pm–1:30am, with 1 in 3 weekends
We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.
This is an excellent opportunity for an experienced contact centre or customer service professional who is ready to take the next step in their career and lead a frontline team.
The Role
As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.
You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.
Key Responsibilities
*
Lead and coordinate the daily operations of the Customer Service & Admin team.
*
Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.
*
Coach, develop and motivate team members to reach their full potential.
*
Conduct performance reviews, development plans and regular 1-to-1s.
*
Support the recruitment and onboarding of new team members.
*
Ensure new employees receive appropriate training and ongoing development.
*
Handle customer complaints and ensure issues are resolved promptly.
*
Monitor workloads, backlogs and service levels to ensure deadlines are met.
*
Identify opportunities to improve customer experience and operational processes.
*
Ensure company policies, procedures and processes are followed.
*
Deal with day-to-day operational issues and escalate more complex matters where appropriate.
*
Promote a positive, collaborative and customer-focused working environment.
About You
The successful candidate will have:
*
Previous team management or supervisory experience within a busy contact centre environment – essential.
*
Experience managing day-to-day customer service operations.
*
Strong people management, coaching and development skills.
*
Experience working to KPIs and SLAs.
*
Excellent customer service and complaint-handling skills.
*
Strong communication and problem-solving abilities.
*
A well-organised approach with excellent attention to detail.
*
Experience with SAP, CRM or Salesforce would be advantageous.
What's on Offer?
*
Salary of up to £35,000 once permanent, depending on experience
*
Quarterly bonus of approximately 6% of annual salary once permanent
*
25 days' holiday
*
Company pension scheme, life assurance
*
Employee Assistance Programme
*
Cycle to Work Scheme
*
Employee discounts
*
Training and development opportunities
*
Hybrid working available
If you're an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we'd love to hear from you