Description

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