Customer Service Team Leader

Customer Service Team Leader

  • Location

    West End, London

  • Sector:

    Business Support

  • Job type:


  • Salary:

    £25000.00 - £30000.00 per annum

  • Contact:

    Megan Staines

  • Contact email:


  • Job ref:


  • Published:

    8 months ago

  • Expiry date:


  • Startdate:


  • Consultant:


Customer Service Team Leader - Westminster - £25,000 to £30,000 Dependant on Experience

My client, one of the largest Residential Management firms in the UK, are currently seeking an experienced Customer Serivce Team Leader to supervise and lead a small team in the Customer Contact Centre.

Leading by example you will be required to motivate, inspire and ensure the Customer Contact Centre achieves KPI's, staff are developed to a high standard and ensure a first class service is given to both internal and external customers.

The ideal candidate will have proven experience in a supervisory role delivering customer service, preferably within a call centre. This is a rewarding opportunity in a successful firm that offers excellent career progression.

Roles and Responsibilities:

  • Lead, motivate and monitor staff to ensure excellent customer serivce is delivered to all customers
  • Develop and maintain staff knowledge and skills to ensure achievement of SLAs and KPIs
  • Ensure team members are effectively trained
  • Undertake regular review meetings and provide performance reports ensuring that staff are appraised against the set standards and their agreed personal objectives
  • Conduct regular team meetings
  • Contribute to the development of the Centre and its operations to ensure it's cost effective
  • Assist the Contact Centre Manager and deputise when required
  • Maximise the performance of the Contact Centre against KPI's through effective real time management
  • Monitor and implement improvements in customer service delivery
  • Monitor inbound and outbound activity ensuring that all targets are met on an individual and team basis
  • Proactively address any employment relations issues in conjunction with the Customer Contact Centre Manager and HR Department
  • Risk Management: Be aware of the risks and controls associated with the role together with the mechanism for reporting new risks which could bring detriment to the business, members of staff or to customers

Skills and Experience Required:

  • Customer Service experience is essential
  • Proven success within a supervisory role is essential (preferably within a call centre)
  • Experience in training and development of staff
  • Complaint handling experience
  • Excellent communication skills - both written and verbal
  • Supportive Leader
  • Ability to inspire and motivate others, positive role model
  • Ability to manage own workload, multitask and remain calm under pressure
  • Excellent organisational skills and telephone manner
  • Excellent knowledge of Microsoft Office Packages

Salary: £25,000 - £30,000 per annum
Working Hours: Monday to Friday 9am-5:30pm

If you are a proactive individual who is keen to progress their career within an established brand please contact Megan on the Business Support team at Dove & Hawk Property Recruitment.

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