Customer Service Team Leader

Posted 5 April by Proactive Personnel Easy Apply


Are you an experienced Customer Service Team Leader looking for a new exciting role with great benefits? If you are then please read below.

Our client in Lutterworth is looking for an experienced Customer Service Team Leader with a positive and motivating attitude to join their busy, reputable company.

Working hours are rotated shifts, including 1 in 3 weekends. Shift times are 7:30am-4pm, 8am-4:30pm, 9am-5:30pm and 9:45am-6:15pm on Monday to Friday and 9am-5pm on Saturdays.


  • 4 week classroom based training, giving you a full insight into the end-to-end customer journey
  • 6 month probation period with regular reviews with your Trainer or Line Manager
  • Once you have passed probation you are entitled to a fantastic company discount for family and friends
  • 28 days' holiday (inclusive of Bank Holidays)
  • The opportunity to earn up to an additional £100 per month by ensuring that your team meet their KPIs
  • Free on site parking in a secure car park

The Job Role:

  • Providing daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Providing continual evaluation of processes and procedures, being responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Providing statistical, performance feedback and coaching on a regular basis to each team member
  • Sharing continual responsibility for deciding how to manage the employees
  • Ensuring that calls are handled efficiently and effectively
  • Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives
  • Working as a member/leader of special or ongoing projects
  • Addressing disciplinary and performance problems according to company policy
  • Creating and maintaining a high quality work environment so that team members are motivated to perform at their highest level
  • Providing appropriate coaching, counselling, direction and resolution to any employees who are experiencing work or personal problems

Experience / Requirements:

  • The ability to motivate yourself and others to achieve KPIs set
  • The ability to work as an individual and part of a team
  • 2 years' experience as a contact centre Team Leader
  • Experience in dealing with customer complaints
  • Experience of working in a fast-paced environment and working to achievable but challenging targets

Reference: 34838006

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