We’re looking for a Customer Support Team Leader to join our amazing Customer-Support Team!
With responsibility for a team of Customer Service Advisors who handle inbound and outbound communications with Restart participants and stakeholders via a range of channels, including voice, text, email & web-based live chat, you'll be a positive ambassador
You’ll monitor Service Level Agreements, Customer Service Standards and other contractual KPIs within your team, taking improvement and escalatory action where necessary in a timely and sustainable manner.
Our ideal candidate will need to be a motivator with excellent mentoring skills, plus the ability to get the best from your team by coaching, encouraging, and leading from the front. Our Team Leaders are in the middle of the action, sleeves rolled up and always happy to guide and inspire.
Although we’re not looking for the finished article, you’ll certainly need experience of line-managing in a busy and fast-paced call-centre environment, be an excellent communicator, and have the ability to think on your feet. You don’t need previous employability experience as full and exceptional training is provided.
As an organisation we deliver a range of Employability & Health contracts which support unemployed people ‘back to work’. This job role forms part of our Restart Scheme.
In return for your dedication, knowledge, and commitment, we're offering a competitive salary range of £29,858 to £32,585 per annum (dependent on experience) with these great additional benefits:
• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee 5% Employer
• Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Pay Review
• Refer a Friend Scheme
• Free access to BenefitHub – an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits.
There’s also the opportunity to progress your career within the Seetec Group.
Interested? There’s an easy to apply route below to upload your CV!
Location: This is an office-based role, working in Exeter
Hours: 37 hours a week. Monday to Thursday 8.30 am to 5pm, Friday 8.30 am to 4.30pm
Closing Date: 4 June 2025
Key Responsibilities
• Lead and inspire a team of Advisors.
• Deliver huddle meetings and one-to-ones to ensure full engagement.
• Ensure full team adherence to work schedules as designed.
• Handle escalated calls, complaints, questions, and queries as necessary.
Skills and Experience
• Proven experience within a contact centre environment as a Team Leader/Coach.
• Excellent leadership and communication skills.
• Experience of a demand led high service environment.
• Strong coaching and people-development skills