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Customer Service Team Leader, Manchester
Client:
Location: Manchester, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
9b95586eb630
Job Views:
55
Posted:
22.06.2025
Expiry Date:
06.08.2025
Job Description:
Posted On: 6th August 2024
Are you an experienced Customer Service Team Leader looking for a new challenge? Do you prioritize customer satisfaction while creating a supportive environment for your team? If you have at least 1 year of customer service team management experience, preferably within a software company, please apply today!
We are seeking an experienced Customer Service Team Leader to manage a team of 10 Account Managers. You will be responsible for coaching, QA, KPIs, HR issues, and supporting escalations, demos, and team support.
Role Description
Support the BrightHR Activation and Engagement Specialist team, ensure best practices, SLA adherence, and meet KPIs. Lead by example, assist in resolving complex queries, and support career development within the team.
Main Responsibilities
* Deliver excellent service to clients, ensuring task completion and quality standards.
* Provide performance reports and feedback to the team and stakeholders.
* Conduct call quality assessments and coaching.
* Lead onboarding and activation targets for clients.
* Contribute to positive online reviews and customer feedback.
* Identify training needs and support performance management.
* Resolve complex complaints within SLA.
* Follow and improve processes.
* Conduct demos for prospects and delegate tasks efficiently.
* Participate in training sessions as needed.
The role may require out-of-hours work. The ideal candidate will have:
* Excellent customer service skills
* Strong leadership abilities
* Confident presentation skills
* Minimum 1 year of team management experience
Benefits
* 25 days holiday + bank holidays
* Day off on your birthday
* Perkbox discounts
* Holiday increases after 2 and 5 years
* Pension and Life Insurance
* Employee Assistance Programme
* Profit Share & Bonus
* On-site gym
* Subsidized parking
* Free breakfast on Mondays & social events
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