Customer Service Team leader

Randstad

  • Billericay, Essex
  • £32,000 per year
  • Permanent
  • Full-time
  • 21 days ago
Customer Service Team LeaderLocation: BasildonSalary: £32,000 per annumWorking: Monday to Friday - 40 hours per weekA leading repairs and maintenance provider is seeking an experienced Customer Service Team Leader for a permanent position within their Basildon Repairs Team. This is a stable, full-time role offering the opportunity to lead a high-performing contact centre team and deliver exceptional customer service.Key Benefits:
  • Salary: £32,000 per annum
  • Hours: Monday to Friday, 40 hours/week
  • Holiday allowance (company standard)
  • Pension scheme
  • Office-based role in Basildon
  • Permanent, full-time position
Role and Responsibilities:
  • Ensure the Basildon contact centre delivers required performance across all customer channels (phone, email, video, social).
  • Assess resourcing requirements and support day-to-day operations.
  • Work with the management team to achieve annual and 5-year plan objectives.
  • Lead, coach, and develop team members, implementing best practice and change initiatives.
  • Undertake quality assurance and drive a "right first time" culture.
  • Manage KPIs, ensure SLA adherence, and resolve complaints while acknowledging compliments.
  • Oversee annual leave and absences, covering busy periods when needed.
What We're Looking For:
  • Proven experience leading a customer service team in a busy office environment.
  • Strong people management skills with the ability to inspire and motivate.
  • Excellent communication skills and a collaborative approach.
  • Ability to monitor performance metrics and implement improvement strategies.
  • Problem-solving mindset and commitment to high-quality service delivery.
Apply now or share with someone who'd be a great fit!Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.Candidates must be eligible to live and work in the UK.For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

Randstad