Customer Service Team Leader

Your new company
An award-winning Financial Services company based in the Nantgarw area.
Your new role
Working as a Team Leader in the Customer Services team, you will lead a team of 10 agents.
Role overview
The Customer Services Team Leader will monitor and supervise the work of a customer services team, to meet and maintain department performance and quality standards. To analyse monthly performance reports against agreed metrics, monitor performance and quality in line with departmental objectives and identify and implement training needs of team members. To deputise for the Contact Centre Manager in their absence.

Role deliverables* Manage and motivate team members in order to maintain and improve service and standards, and to work effectively to achieve team and organisational goals
* Monitor staff performance; carry out monthly appraisals and be responsible for supporting the personal development of employees within the team by identifying and implementing training needs
* Act as a point of referral for team members, providing specialist knowledge and/or handling escalated customer calls and raising any feedback and complaints where appropriate
* Depending on the objective of the specific role, analyse procedures and processes to identify areas of improvement in relation to either call handling / administrative tasks. Make sound improvements in relation to improving these processes
* Motivate team members and act as role model for the department and the operations centre mission, vision and values.
* Manage and respond to the customer survey responses in a timely manner, providing resolution where appropriate
* Be responsible for organising and delegating admin work throughout the team on a daily basis to ensure an efficient turnaround in line with department SLA.
* Ensure that the Manager's inbox is worked in a timely manner, and to a high standard

What you'll need to succeed
Previous management or team leader experience is highly desirable, ideally experience in leading teams daily in an operational environment.* Experience in a Customer Services environment in a call centre or similar environment is highly desirable.
* Essential to have knowledge and experience of administering purchase products, complaint handling and experience in working autonomously and performing to targets


What you'll get in return
This is a temporary role to start ASAP. The anticipated duration is 2-3 months, you will have the opportunity to apply for the permanent post. Hours of work are 37.5 hours per week, Monday to Friday. Once training is completed - there are hybrid working options available: 3 days in office, 2 days from home. The hourly rate for the role is £16.41 per hour. Please note - any successful applicants will have to complete a DBS and credit check as part of the onboarding process.
What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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