We are seeking a passionate and committed Team Supervisor to join our Customer Service Department. This role suits an ambitious leader who thrives in a fast-paced contact centre environment and is driven to deliver excellent customer service.
Reporting to the Customer Service Operations Manager, you will lead and coach a team of around 10 colleagues, driving performance, engagement, and service excellence. You will set clear objectives, manage performance, handle escalations, and support the day-to-day running of the Contact Centre to ensure service levels are consistently achieved.
Key Responsibilities
Manage the daily performance of a team of c.10 Customer Service colleagues
Coach and develop colleagues to improve performance and capability
Handle complex and escalated customer enquiries
Support service levels by taking customer calls when required
Monitor adherence, attendance, and schedules
Communicate business updates and drive continuous improvement
Experience Required
Contact Centre experience
People management and coaching experience essential
Experience in a fast-paced environment
Financial Services or regulated environment experience desirable
If you'd like to discuss the Customer Services Team leader role in more detail, please send your updated CV to (url removed) and I will get in touch