Customer Service Team Leader

We are seeking a motivated and experienced Customer Services Team Leader to manage and support staff across our core customer service activities. This role will focus on delivering excellent customer service, driving performance, and supporting the Customer Service Manager.
You will specialise in either face-to-face Customer Service Centres or the Digital Contact Centre (covering telephony, social media, email, and digital processing). Acting as an escalation point for complex enquiries, you will provide comprehensive advice, ensure service quality, and oversee staff development.
Key responsibilities include:

• Line management, coaching, and developing staff.
• Monitoring performance and driving service improvements.
• Deputising for the Customer Service Manager and representing the service in meetings.
• Leading on improvement initiatives to enhance customer experience and digital transformation.
• Ensuring services comply with legislation, policies, and standards.

This role requires strong leadership, excellent communication skills, and the ability to adapt to change while maintaining a high standard of service delivery.

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