Call center supervisor Work, Jobs in Speke, Msy (with Salaries)

Customer Service Team Leader
The Riverside Group —Liverpool
- £39,912.07 - £43,869.98 a year
- Full-time
- Training & development
- Leadership
3d
Customer Service Team Leader
LKQ Corporation —Trafford
- Full-time
- Training & development
- Leadership
- Communication skills
- Annual leave
- Employee assistance programme

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Customer Service Team Leader

The Riverside Group -
Liverpool

Apply Now

Job details

Permanent | Full-time
£39,912.07 - £43,869.98 a year
3 days ago

Benefits

Company pension

Qualifications

Performance management
Management reporting
Customer support
Professional development mentoring
Training & development
Leadership
Team motivation leadership

Full job description

Job Title: Customer Service Team Leader
Contract Type: Permanent
Salary: £39,912.07 (£43,869.98 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern: Sunday to Monday, You will work on a 4 week rotational basis between the hours of 7am -10pm which will include one full weekend in four. Location: Liverpool, Speke

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Kindly note, we ask that if you’ve submitted an application within the past 6 month, at this stage, you need not apply.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Customer Service Team Leader
We are looking for a Customer Service Team leader to provide strong, values-led operational leadership, ensuring a resilient support structure within the Customer Service Centre. You will lead and develop a multidisciplinary team delivering a high-quality, right-first-time, customer-focused 24/7 omni-channel service to internal and external customers, driving inclusivity, responsiveness and continuous improvement. You will take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.

About you
We are looking for someone with

Data driven & evidence-based experience in leading high performing teams
Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
Experience in providing on the job coaching to support staff

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension
28 days holidays plus bank holidays
Flexible working options available
Investment in your learning, personal development and technology
A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Application Process:
If you share our values and are excited about making a significant impact as a CSC Team Leader, we encourage you to apply with your CV and cover letter.
We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.

Role Profile

Lead and support a high-performing call centre team
Manage KPIs (FCR, AHT, Quality) and drive improvements
Handle escalations, performance reviews and underperformance
Analyse performance data to identify trends and improvements
Produce regular reports and share insights with stakeholders
Deliver coaching, feedback and training support
Address skill gaps and support career development
Build a positive, inclusive team culture
Lead team meetings and promote engagement and wellbeing
Ensure resource levels meet demand
Support process improvements and system changes
Maintain compliance and service standards

Person specification
Knowledge, Skills and Experience

Essential

Data driven & evidence-based experience in leading high performing teams
Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
Experience in providing on the job coaching to support staff
The want to challenge the status quo and making difficult decisions
High energy and the able to positivity challenge when required
Strong leadership and people management skills in a contact centre environment
Excellent communication and interpersonal abilities
Analytical mindset with proficiency in Excel and other reporting tools
Ability to handle pressure when the going gets tough and make decisions quickly
Passion for customer service and team development

Desirable

Experience of working in a social housing environment
Experience of utilizing CCaaS solutions to manage customer interactions across various channels such as telephony, email, chat and app

Apply Now

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