Role: Customer Service Team Leader Location: Reading (hybrid after probation) Hours: 37.5 per week Mon-Fri between 8am-6pm (occasional Sat AM) Salary: £36,000 annual bonus great benefits This is an exciting opportunity for an experienced Customer Service Team Leader to join my growing clients team based in Reading. Your role as a Customer Service Team Leader: You will be the primary escalation point for Customer Service Advisors Manage Team Workload and support CIC management team ensure optimum service in KPI and quality and required resource is maintained Lead, manage, motivate, and support a team of up to 15 by providing regular feedback on performance, providing coaching and development plans Ensure daily performance is maximized, and manage downtime Promote a culture of motivation and positive morale amongst team members by building team spirit, participation and recognizing the contributions of individuals. Ensure the continuous development of processes and procedures to support and enhance the team's effectiveness in delivering first class customer service. Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours Attend supplier reviews and daily interactions direct with client representatives at all levels up to exec if required Manage all colleague absence and attendance in line with all agreed processes Work with other teams to support and drive continual improvement of processes and ways of working Be a role model for the team within operations, demonstrating the business values at all times. Demonstrate the ability to provide flexibility to support both the business and line manager if required. Essential, Skills, Knowledge and Experience you'll need to be a successful Customer Service Team Leader: Ability to deal with challenging customers and dealers to reach positive outcomes Time Management - Ability to manage own time and workload effectively and efficiently. Proven ability to lead, coach and motivate a team Proven track record on delivering service initiatives and KPI's Experience of communicating up to Exec level Demonstrated strong relationship building and management skills Good level of commercial awareness Planning, organising and prioritisation skills Understanding of and adherence to all FCA requirements Knowledge of consumer rights law and how to apply Please follow the link to apply for this Customer Service Team Leader role based in Reading.