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:
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Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively
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Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team
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Conduct regular Team Meetings
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Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times
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Create a positive, inclusive and performance driven environment
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Conduct regular Team Meetings, Briefings and 1:1 sessions
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Support onboarding and training of new starters
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Identify training needs and development opportunities
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Support employee engagement and wellbeing initiatives
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Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework
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Support with the scoping and implementation of new initiatives, systems or processes
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Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)
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Service Levels
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Average Handling Time
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Customer Satisfaction (CSAT)
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First Contact Resolution (FSR)
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Quality Scores
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Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand
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Identify performance trends and implement improvement plans
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Recognise and reward strong performance
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Ensure customers receive professional, efficient and empathetic service
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Promote continuous improvement in customer journeys and service delivery
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Manage workforce planning and resource allocation including supporting real time operational management where required
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Ensure processes and procedures are updated are followed consistently
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Collaborate with other departments to resolve operational issues
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Produce and analyse team/operational performance reports
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Maintain accurate records of coaching, absence and performance
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Take investigative and remedial action into operational, service and systems issues
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Deputise for the Customer Service & Experience Manager where required
Essential Skills:
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Previous experience of leading an inhouse contact centre or customer service environment
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Experience of leading high performance teams ideally with upto 20 direct reports
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Experience of workforce planning and real time analysis
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Experience of leading multi contact channel teams both office based and hybid
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Resilient under pressure
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Excellent communication skills, both verbal and written.
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Ability to motivate and influence others
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Good analytical and problem solving skills
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Ability to manage performance effectively
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Exceptional organisational skills and ability to work to deadlines
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An effective and enthusiastic team player
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Self-Motivated and target driven.
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Strong attention to detail and high level of accuracy.
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Ability to work on your own initiative.
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Capable of working under pressure during busy periods.
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Experience of high-volume of daily calls and e-mails
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Experience within a fast paced customer service and operations environment
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Knowledge of workforce management principles
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Coaching or leadership qualification
Performance and Success Measures:
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Consistently achieve or exceed targets across core KPIs:
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CSAT, QA, Service Levels, and First Contact Resolution (FCR)
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Delivering strong outcomes without compromising quality or experience
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Maintain a well-controlled and efficient operation:
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SLA adherence met or exceeded
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Average Handling Time (AHT) within target range
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Low backlog levels and strong case resolution times
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Drive effective resolution and reduce unnecessary demand:
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High FCR performance
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Reduction in repeat contact rate (TBC%)
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Measurable reduction in failure demand
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Deliver strong people performance against measurable outcomes:
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High team engagement scores
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Low attrition and absence rates
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Consistent completion of coaching, 1:1s, and performance reviews (100%)
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Improvement in individual KPI performance across the team
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Ensure consistently high quality and compliance standards:
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QA scores at or above target
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Low error rates and strong audit outcomes
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Full adherence to processes and procedures
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Use data to drive measurable performance improvement:
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Regular identification of performance trends and root causes
Delivery of improvements that result in quantifiable KPI uplift (e.g. FCR, AHT,- complaints)
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Contribute to wider operational success:
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Positive stakeholder feedback
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Reduced escalation volumes and resolution times
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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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