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Customer Care Team Leader

Working with a large, modern and dynamic organisation, we have a fantastic opportunity for a Customer Care Team Leader to join an established Customer Service team.

Managing a team of 6 customer care officers, therefore we are seeking an individual who demonstrates strong leadership ability and who is experienced in conducting 121's, helping a team through a period of change and dealing with sickness absence.

You will be confident and enthusiastic and be able to motivate and engage your workforce to perform to the best of their ability.


Our client offers a fantastic working environment, healthcare, pension, free gym, vouchers, 25 days holiday plus bank holidays, free car parking, bonus plan, cycle to work scheme and many more unique benefits.


Job Description:



  • As the Customer Care Team Leader you will maintain an excellent service for members, ensuring contact levels are managed within agreed KPI's

  • As the Customer Care Team Leader you will ensure team have adequate training to deliver the high standards expected when answering calls, emails or webchats

  • Ensure that the team provide sufficient cover during business hours

  • As the Customer Care Team Leader you be a people person with the ability to identify development needs whilst having the skills to motivate and support staff members

  • Monitor calls to ensure that due procedures and quality standards are strictly adhered to

  • As the Customer Care Team Leader you will Identify problem areas and have the ability to work with others to find a solution

  • To collate, analyse and utilise call statistics to manage the service performance of the Customer Care team

  • Provide statistical and performance feedback and coaching on a regular basis to each team member

  • As the Customer Care Team Leader you will be working to achieve the relevant departmental KPIs and attending relevant training sessions


Candidate Requirements:



  • Prior management/leadership experience essential

  • Must have worked in a customer services environment leading a team of call centre agents

  • GCSE (or equivalent) grade C or above in English and Maths as a minimum

  • Formal Team Leader/Management qualification essential

  • Coaching and mentoring skills with the ability to motivate and inspire others

  • Hands on approach, team player who is willing to get involved with daily tasks alongside the team

  • Good analytical skills

  • Organisational/time management experience essential

  • Excellent communication and interpersonal skills

  • Computer literate and dynamic to improve future processes/procedures

  • Good work presentation skills

  • Strong administrative skills

  • Health & Safety awareness/knowledge


This role would suit people who also have the following experience: Customer Service Supervisor, Customer Service Team Manager, Customer Care Team Manager, Customer Care Supervisor, Call Centre Team Manager.


Hours: Monday - Friday, 37.5 hours per week between 8.00am - 6.00pm (flexi time available)


Salary: £25,000 - £30,000 per annum


Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region.