Team Leader - Customer Service
Core
Lead a team of Customer Service Specialists to deliver exceptional customer experiences and maintain strong operational performance in a contact centre environment.
Role type
Team Leader, Contact Centre
Builds
Customer service operations and team capability
Domain
Financial services / Contact Centre
Required skills
Team leadership, coaching and mentoring, performance management, operational monitoring, stakeholder management, change management, risk and compliance oversight, data-driven decision-making
Preferred skills
Commercial awareness, ability to thrive in fast-paced environments, conflict resolution
Technologies
None stated
Responsibilities
Lead, coach and develop a team of Customer Service Specialists; Create a positive, accountable and high-performing team culture; Manage team performance through regular coaching and feedback; Monitor workload, service levels and operational performance; Support team members with complex customer enquiries and escalations; Drive continuous improvement in customer experience and operational efficiency
Seniority
Mid-Senior, hands-on IC
