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Customer Service Team Leader, Washington
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Client:
END.
Location:
Washington, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
42f96ffc23a1
Job Views:
3
Posted:
12.07.2025
Expiry Date:
26.08.2025
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Job Description:
What you’ll be doing:
Key responsibilities
* Oversee the workflow for the CS Advisor team; this will include managing the contact volumes received, the team’s workload, own daily tasks and personal development targets.
* Take on a sub-team of advisors to directly manage their performance development; monitoring quality of work, celebrating success, delivering tailored training programmes and continually support the advisor development journey with END.
* Leading by example and acting as a Quality Standards Ambassador, ensuring we provide the best possible Customer Experience, within our contractual SLAs.
* Assist and coach the team in investigating and resolving complex queries and support with any Customer Escalations.
* Communicate effectively with other Team Leaders/CS Management to collaboratively improve customer success, and support the evolution of the CS department.
* Hold regular 121s with team members to ensure employees are hitting their targets, supporting development where necessary and ensuring employee satisfaction is at the heart of what we do
* Supporting with interviews and offering a streamline Onboarding and Training programme for any New Recruits.
* Support the Customer Service Manager and Assistant Manager with additional tasks when needed, and support our People Team with processes including Return to Work interviews and Absence Management Meetings.
* Constantly reviewing and Improving our Internal Processes to ensure we are able to offer effective and efficient resolutions. Collaborating with fellow Internal Stakeholders to ensure this is achieved.
* Being a Wellbeing Champion and ensuring our Team feel safe and supported within the workplace. Orchestrating regular Open Door feedback sessions and communicating any action points to wider management.
* Creating a motivating working environment for the team.
* Recognise the diversity of the team and the complexity of the CS Advisor role. Lead and motivate the team with a positive, can-do attitude and drive a departmental Culture which sits in line with the company Values
What you’ll be able to demonstrate:
Skills and experience
* Strong management skills and a 'Can-Do' attitude, with previous success in a fast paced, Customer Focused environment
* Confident in handling customer escalations, manage difficult conversations and take ownership of issues until a suitable resolution is achieved.
* Ability to conduct both 121 meetings and team workshops through excellent communication, planning and organisational skills.
* Good understanding of how the team integrates and collaborates with other teams to achieve the overall objectives of the department.
* A suitable degree of PC literacy, especially within Microsoft Office programmes.
* Ability to work autonomy on own initiative while remaining an Integral member of the team.
* Excellent organisational & time management abilities with a dynamic approach to problem solving
* Friendly, Kind and Approachable. Be passionate about colleague engagement, creating a culture that strives for excellence.
What we can offer you
* 29 days holiday (including bank holidays and your birthday)
* Company pension scheme
* Access to Employee Assistance Programme
* Opportunities for professional development and career progression
* Free Onsite parking
Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.
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