Customer Service Team Leader
Permanent, Full-time
East Kilbride
£40,000
Meraki Talent is partnered exclusively with a professional services firm based in East Kilbride to appoint a Customer Service Team Leader. This is a permanent, full-time opportunity offering a salary of up to £40,000 depending on experience. The ideal candidate will have come from a customer service/client service or call centre environment and have experience in supporting and leading teams.
The Customer Service Team Leader will be responsible will be responsible for leading a dynamic team of customer service representatives in delivering exceptional service to customers. The role demands a strategic thinker with a passion for client satisfaction, team development, and process improvement. You will oversee daily operations, ensure compliance with industry regulations, and foster a culture of continuous improvement.
Key Responsibilities:
- Lead, mentor, and develop a team of customer service representatives, providing regular coaching and performance feedback.
- Set clear performance goals, monitor individual and team KPIs, and conduct regular performance reviews.
- Facilitate ongoing training programs to enhance product knowledge, customer handling skills, and regulatory compliance.
- Oversee the day-to-day operations of the customer service team, ensuring prompt and accurate responses to client inquiries.
- Handle complex and escalated customer issues, providing resolution in a timely and professional manner.
- Manage workforce scheduling to ensure adequate coverage during peak times while maintaining budgetary controls.
- Monitor call quality, response times, and other critical customer service metrics to ensure service excellence.
- Foster a culture of continuous improvement, encouraging team members to contribute ideas and solutions.
Qualifications:
- Minimum of 5 years in a customer service role within the financial services or a similar regulated industry, with at least 2 years in a supervisory or managerial position.
- Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proficient in CRM software, Microsoft Office Suite, and other customer service tools.
- Analytical mindset with the ability to use data to drive decisions and improvements.
Key Competencies:
- Strong commitment to providing excellent customer service and improving the client experience.
- Ability to think critically and resolve complex customer issues effectively.
- Comfortable in a fast-paced environment, with the ability to adapt to changing priorities and processes.
- Works well with cross-functional teams, fostering collaboration to achieve company objectives.
- Upholds the highest standards of ethics, compliance, and confidentiality.