Customer service & experience team leader Work, Jobs in Middle Wallop, Ham (with Salaries)

Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Customer service
- Analysis skills
- Organisational skills
Quick apply
Customer Services Team Leader
Odstock Medical Ltd —Salisbury
- £29,000 - £40,000 a year
- Full-time
- Microsoft Excel
- Management
- Customer service
- Relocation assistance
- Sick pay
Quick apply
13d
Customer Team Leader
Co-op —Andover
- £14.48 an hour
- Overtime
- Merchandising
- Bakery
- Team management
- Store discount
- Employee discount
Operations Coordinator
Fahr Industries Ltd —Salisbury
- From £28,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Computer literacy
- Free parking
- Health & wellbeing programme
Quick apply
6d
Customer Experience Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Maintenance
- Project management
Quick apply
Sales Manager
Cobal Sign Systems Limited —Newbury
- From £45,000 a year
- Full-time
- CRM software
- Sales
- Microsoft Office
- Annual leave
Quick apply
Fleet & Logistics Manager
Correct Contract Services Ltd —Andover
- Bachelor's degree
- Organisational skills
- Business
- Annual leave
- Employee assistance programme
Quick apply
Tour Leader - Minibus Driver- Casual
Myley Transport Limited —Winchester
- From £12.75 an hour
- Part-time
- Hospitality
- Customer service
- Driving
- Referral programme
- Sick pay
Quick apply
11d
Resolution and Continuous Improvement Specialist
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Continuous improvement
- Communication skills
Quick apply
Functional Assessor
Serco Group —Salisbury
- £40,000 - £42,000 a year
- Full-time
- Hybrid work
- IT
- Communication skills
- Work from home
- Employee assistance programme
Governance, Risk & Compliance (GRC) Analyst
Quilter —Southampton
- Full-time
- Microsoft Word
- Microsoft Excel
- Analysis skills
13d
Retail Bureau Manager
Eurochange —Salisbury
- £13.80 an hour
- Part-time
- Sales
- Organisational skills
- Cash handling
- Employee assistance programme
- Employee discount
Customer Delivery Driver - Salisbury Extra
Tesco UK —Salisbury
- £14.18 - £15.45 an hour
- Full-time
- Employee discount
National Sales & Partnerships Manager
African Adventures —Fareham
- £40,000 a year
- Full-time
- Hybrid work
- CRM software
- Sales
- Salesforce
- Free parking
- Annual leave
Quick apply
13d
Customer Resolution and Continuous Improvement Team Leader
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Analysis skills
- Continuous improvement
Quick apply
Capture Manager
Leidos —Ham
- £75,800 - £99,800 a year
- Full-time
- Sales
- Business development
- IT
- Annual leave
- Work from home
Learning Coordinator
Aster Group —Andover
- £28,077 a year
- Full-time
- Hybrid work
- Customer service
- Microsoft Office
- IT
- Work from home
- Employee assistance programme
12d
Customer Service Team Member - Part Time Evenings
Starling —Southampton
- £18,666 - £28,000 a year
- Part-time
- Hybrid work
- Customer service
- IT
- Communication skills
- Annual leave
- Employee discount
Quick apply
PMO Analyst
Leidos —Ham
- £34,800 - £43,500 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Outlook
- Annual leave
- Work from home
Team Leader
Home Bargains —Amesbury
- £32,032 a year
- Supervising experience
- Leadership
- Store discount
- Annual leave
Quick apply
9d

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customer service & experience team leader jobs near middle wallop, ham

Customer Service & Experience Team Leader

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Customer service
Analysis skills
Organisational skills
Leadership
Communication skills

Full job description

Job Advert

Job Title: Customer Service & Experience Team Leader

Location: Salisbury

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We’re looking for an experienced Contact Centre Team Leader to lead a team of Customer Service Advisors in delivering outstanding customer service. Working alongside other Team Leaders you’ll be responsible for coaching, performance management, achieving operational KPIs and driving operational excellence while creating a supportive and engaging team environment.

The ideal candidate will be an experienced Contact Centre Supervisor or Team Leader within a similar setting and have strong leadership skills, a passion for customer experience and the ability to inspire high performance in a fast paced environment.

Main Duties and Objectives:

Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively
Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team
Conduct regular Team Meetings
Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times
Create a positive, inclusive and performance driven environment
Conduct regular Team Meetings, Briefings and 1:1 sessions
Support onboarding and training of new starters
Identify training needs and development opportunities
Support employee engagement and wellbeing initiatives
Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework
Support with the scoping and implementation of new initiatives, systems or processes
Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)
- Service Levels
- Average Handling Time
- Customer Satisfaction (CSAT)
- First Contact Resolution (FSR)
- Quality Scores
Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand
Identify performance trends and implement improvement plans
Recognise and reward strong performance
Ensure customers receive professional, efficient and empathetic service
Promote continuous improvement in customer journeys and service delivery
Manage workforce planning and resource allocation including supporting real time operational management where required
Ensure processes and procedures are updated are followed consistently
Collaborate with other departments to resolve operational issues
Produce and analyse team/operational performance reports
Maintain accurate records of coaching, absence and performance
Take investigative and remedial action into operational, service and systems issues
Deputise for the Customer Service & Experience Manager where required

Essential Skills:

Previous experience of leading an inhouse contact centre or customer service environment
Experience of leading high performance teams ideally with upto 20 direct reports
Experience of workforce planning and real time analysis
Experience of leading multi contact channel teams both office based and hybid
Resilient under pressure
Excellent communication skills, both verbal and written.
Ability to motivate and influence others
Good analytical and problem solving skills
Ability to manage performance effectively
Exceptional organisational skills and ability to work to deadlines
An effective and enthusiastic team player
Self-Motivated and target driven.
Strong attention to detail and high level of accuracy.
Ability to work on your own initiative.
Capable of working under pressure during busy periods.
Experience of high-volume of daily calls and e-mails
Experience within a fast paced customer service and operations environment
Knowledge of workforce management principles
Coaching or leadership qualification

Performance and Success Measures:

Consistently achieve or exceed targets across core KPIs:
- CSAT, QA, Service Levels, and First Contact Resolution (FCR)
- Delivering strong outcomes without compromising quality or experience
Maintain a well-controlled and efficient operation:
- SLA adherence met or exceeded
- Average Handling Time (AHT) within target range
- Low backlog levels and strong case resolution times
Drive effective resolution and reduce unnecessary demand:
- High FCR performance
- Reduction in repeat contact rate (TBC%)
- Measurable reduction in failure demand
Deliver strong people performance against measurable outcomes:
- High team engagement scores
- Low attrition and absence rates
Consistent completion of coaching, 1:1s, and performance reviews (100%)
Improvement in individual KPI performance across the team
Ensure consistently high quality and compliance standards:
- QA scores at or above target
- Low error rates and strong audit outcomes
Full adherence to processes and procedures
Use data to drive measurable performance improvement:
- Regular identification of performance trends and root causes
complaints)
Contribute to wider operational success:
- Positive stakeholder feedback
- Reduced escalation volumes and resolution times
- Improved Trustpilot/review scores

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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customer service & experience team leader jobs in middle wallop, ham

Customer Service & Experience Team Leader

Customer Services Team Leader

Customer Team Leader

Operations Coordinator

Customer Experience Training and Quality Manager

Sales Manager

Fleet & Logistics Manager

Tour Leader - Minibus Driver- Casual

Resolution and Continuous Improvement Specialist

Functional Assessor

Governance, Risk & Compliance (GRC) Analyst

Retail Bureau Manager

Customer Delivery Driver - Salisbury Extra

National Sales & Partnerships Manager

Customer Resolution and Continuous Improvement Team Leader

Capture Manager

Learning Coordinator

Customer Service Team Member - Part Time Evenings

PMO Analyst

Team Leader

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