Customer Service Team Leader - #1663924

As a key member of the department, the Team Leader supports the Customer Service Management in the effective oversight and day-to-day operation of the Customer Service Department. This role is central to ensuring the team receives the guidance, support, and structure needed to perform at a high level.

Some of the key areas of responsibility include:

• Assist in successfully managing the team ensuring all Key Performance indicators (KPI) are met
• Conduct regular one-to-one meetings with team members each period, identifying areas for improvement and escalating any concerns to management.
• Collaborate with the Team Support Manager to deliver training sessions and address performance or knowledge gaps.
• Keep both yourself and the team up to date with product knowledge, system enhancements, NHS developments, company procedures, and complaint processes.
• Inspire and motivate the team to consistently deliver outstanding customer service, providing coaching and support, including handling calls when necessary
• Complete quality checks, reviewing outcomes with staff and offering constructive feedback for improvement.
  
  

Key Personal Characteristics:

• Ability to work well as part of a team but also to work under own initiative
• Trustworthy, honest, committed and to work with integrity
• Strong verbal and written communication skills with the ability to communicate at various levels, internally and externally
  
  

The Business

We are a nationally based opticians and hearing care business. With a Head Office in Birmingham and a local manufacturing facility, we support over 169 retail branches across England, Scotland and Wales. This is a family owned business, which has maintained a presence in the city since 1938, and we are expanding.

Benefits

28 days’ annual leave

• Sick Pay
• Pension
• Generous staff discount scheme
  
  

If you are interested in a new role and you want to know more about this opportunity, please get in touch.