Customer Services Team Leader, Norwich
Norwich, East of England 4 hours ago
Job Description
Are you a natural leader with a passion for delivering exceptional customer service? Join our dynamic call centre team at Anglian Home Improvements as a Customer Services Team Leader and play a vital role in driving team success and enhancing customer satisfaction across the nation! This role is hybrid with a blend of working in the office and from home for a fixed period of 9 months.
About the Role
As a Customer Services Team Leader, you’ll oversee a team of dedicated Customer Service Representatives, ensuring they deliver top-notch service to our valued customers. You’ll lead by example, mentor your team, and contribute to a positive, high-performing call centre environment.
Key Responsibilities
Team Leadership: Supervise, motivate, and support a team of Customer Service Representatives.
Performance Management: Monitor KPIs, conduct regular evaluations, and provide constructive feedback.
Customer Support: Act as an escalation point for complex customer issues,ensuring swift resolutions.
Training&Development: Provide ongoing coaching and training to enhance team skills and product knowledge.
Operational Efficiency: Monitor workflows, analyse metrics, and implement process improvements.
Collaboration: Liaise with senior management and other departments to ensure team alignment with company goals.
What We’re Looking For
Proven experience in a leadership role within a call centre or customer service environment.
Exceptional communication and interpersonal skills.
Strong problem-solving abilities and a customer-focused mindset.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Proficiency with call centre software and CRM systems is a plus.
What We Offer
Competitive Salary&Bonus
Pension
31 days holiday, increasing with service plus have your birthday off
Hybrid working
Paid time off annually to volunteer
Comprehensive health&well-being benefits including cycle to work scheme, 24hr remote access to a doctor, heavily discounted gym memberships and free access to mental health first aiders
Heavily discounted group discount scheme on all products
Group Perks and freebies on days out, cinema, theatre, eating in and out, mobiles phones, a new car, food shopping and most major high street retailers
Opportunity to work with a forward-thinking and supportive team.
Career development and continuous learning opportunities.
Join Us!
If you’re ready to lead a team, make a difference, and grow your career with a leading national company, we’d love to hear from you.
Our Company is committed to monitoring&aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of “Succeed Together” we are committed to Equality, Diversity and Inclusion. We recruit the ‘best person for the job’ regardless of any protected characteristics as defined by the Equality Act 2010 creating an inclusive working environment and culture for our employees.
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