Customer Service Team Leader in Kettering, Northamptonshire

Location: Office-based with 1 day per week working from home
Hours: Monday to Friday, 9:00am to 5:00pm

Are you an experienced Customer Service Team Leader OR looking for your next step into leadership?

Are you passionate about delivering exceptional customer experiences and supporting the development of others?

Would you like to work within a busy, friendly office environment as part of a fantastic team?

We are looking for a CS Team Leader to oversee a small Customer Service team, ensuring high levels of customer satisfaction while supporting the day-to-day running of the department. This is a hands-on role where you will lead by example, supporting your team whilst remaining actively involved in customer interactions and administration.

• Leading, motivating and supporting a small Customer Service team
• Acting as the first point of escalation for customer queries and issues
• Taking inbound calls and making outbound calls where required
• Managing and overseeing the ticketing and order management system
• Monitoring workloads and ensuring enquiries are handled efficiently
• Responding to customer emails and ensuring service levels are maintained
• Liaising with clients regarding products, orders and general enquiries
• Assisting with staff training, coaching and development
• Supporting the implementation and improvement of customer service processes
• Producing reports and providing updates on team performance
• Maintaining accurate customer records and administration
• Working closely with internal departments to ensure customer requirements are met

• Previous Customer Team Leader experience or ready demonstrate leadership qualities within a customer service environment
• Experience supervising, mentoring or leading a small team
• Strong communication and interpersonal skills
• Friendly, professional and approachable manner
• Excellent attention to detail
• Strong organisational and time management skills
• Good IT skills and computer literacy
• Ability to prioritise workloads and manage competing demands
• Adaptable approach with the ability to work under pressure when required
• Good understanding of English and Maths
• Positive, proactive and solution-focused attitude

The ideal candidate will be a confident and supportive leader who enjoys helping both customers and colleagues. You will be comfortable managing day-to-day team activities, resolving issues, and ensuring a high standard of service is delivered at all times. You will lead by example, remain calm under pressure, and be committed to creating a positive and productive team environment.

This is an excellent opportunity for an experienced Customer Service professional who is looking to develop their leadership career within a growing and supportive business.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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