Customer Services Team leader

+6 month contract with the option to go permanent

+On site in Newcastle

+£16 - £22 ph

Skills:

+Team leading experience

+Customer Services

+Call centre experience

+Ideally within financial services

We are seeking a passionate and committed Team Supervisor to join our Customer Service Department. This role suits an ambitious leader who thrives in a fast-paced contact centre environment and is driven to deliver excellent customer service.

Reporting to the Customer Service Operations Manager, you will lead and coach a team of around 10 colleagues, driving performance, engagement, and service excellence. You will set clear objectives, manage performance, handle escalations, and support the day-to-day running of the Contact Centre to ensure service levels are consistently achieved.

Key Responsibilities

• Manage the daily performance of a team of c.10 Customer Service colleagues

• Coach and develop colleagues to improve performance and capability

• Handle complex and escalated customer enquiries

• Support service levels by taking customer calls when required

• Monitor adherence, attendance, and schedules

• Communicate business updates and drive continuous improvement

Experience Required

• Contact Centre experience

• People management and coaching experience essential

• Experience in a fast-paced environment

• Financial Services or regulated environment experience desirable

If you'd like to discuss the Customer Services Team leader role in more detail, please send your updated CV to chloe.manerowski@cbsbutler.com and I will get in touch.