We are seeking an experienced Customer Services Team Leader to join our South Shropshire client on a full time and permanent basis. The successful candidate will lead and manage a team of customer service colleagues, whilst supporting overall business and quality objectives.

Just as importntly, you'll be a supportive, hands-on leader who brings out the best in people. You'll set clear expectations, develop your team through regular training and feedback, and build a positive, customer-focused culture where good work is recognised, and everyone keeps learning.  You will lead by example, enjoy developing others and take pride in delivering excellent customer service.

What you can expect:

• Salary: competitive, depending on experience
• 37.5 hours per week, Monday to Friday, 9am – 5:30pm (1 hr for lunch)
• Permanent, full office based, 5 days per week
• 23 days annual leave plus bank holidays
• Life assurance
• 5% matched pension
• Additional benefits e.g. medical cash plan and cycle to work scheme
• Subject to enhanced employment checks including financial probity, basic DBS and 5-year employment references

What you will be doing:

• Manage a team of 10-15 customer service colleagues
• Monitor and manage daily performance against customer SLAs and KPIs, making sure response, turnaround, call handling and resolution targets are consistently met
• Identify risks to service delivery early, track trends and root causes with the Service Performance Lead, and escalate issues and put corrective actions in place
• Make sure customer enquiries, complaints and escalations are handled promptly and professionally, and build a customer-focused culture with positive and respectful customer relationships
• Manage workloads, staffing, leave, training and absence so customer demand is met, and support business continuity plans during busy periods
• Work with the Quality & Development Officer to design and document team processes and procedures, using management information to drive operational improvements
• Set clear performance expectations and monitor individual and team productivity through regular one-to-ones and performance reviews
• Recognise high performance and address underperformance through coaching, development plans and feedback from audits and work assessments
• Identify training needs and deliver ongoing training and coaching, encouraging teamwork, continuous learning and professional growth across the team and wider business
• Carry out HR activities in line with company guidelines, lead by example, and keep your own management skills and CPD up to date
• Be proactively responsible for staff motivation
• Responsible for performance management and motivation of team

This is not an exhaustive job description, and additional duties may be required.

What we are looking for:

• Leadership experience within a customer service environment
• Experience of managing and developing a team of 10+
• Proven experience of administration skills in an office environment
• Sound awareness of business practices
• Experience of complaints handling and customer care, desirable
• Demonstrates ownership and the ability to plan time effectively to deliver results
• Able to use standard Microsoft packages
• Patient and capable of encouraging, motivating and supporting team members