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

• 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.
• Impactful Leadership: Manage a dynamic team while handling diverse customer interactions, including complaints handling and supporting vulnerable customers.
• Growth Potential: The role offers numerous opportunities for personal and professional development, including leadership pathways, cross-training, and upskilling.
• 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:

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

Candidate Requirements The ideal candidate will demonstrate:

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

Benefits of the Role

• Innovative Environment: Work in a vibrant, fast-paced company that values creativity and teamwork.
• Career Progression: Access to tailored professional development opportunities as the organization grows.
• Work-Life Balance: Enjoy the flexibility of a hybrid working model.
• 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.