Customer Service Team Leader

Your new company
My client and leading financial services provider based in the heart of Liverpool city centre and known for their customer-first approach, is seeking a professional Customer Service team leader to join their organisation on a permanent basis. As they continue to expand, they are looking for an experienced team leader to oversee their frontline service teams, ensuring they provide efficient, compliant and high quality support to both internal and external customers.

Your new role
Working from contemporary offices based in the heart of Liverpool's business quarter, the position is being offered full-time Monday to Friday with a hybrid model in place. You will be expected to work from the offices 3 days per week.
Some of your duties will include but not limited to
Lead and manage a team of customer service advisors, ensuring high levels of engagement, performance and service delivery
Oversee the day-to-day handling of customer enquiries, complaints and requests across various channels including phone, email and webchat
Set team goals, monitor KPIs and conduct regular performance reviews
Identify training needs and provide coaching to team members
Analyse customer feedback and operational data to identify areas of improvement
Manage both in office and remote team members, fostering a collaborative and supportive work environment
Ensure that all customer interactions and processes comply with industry regulations and company policies

What you'll need to succeed

Minimum of 2-4 years of experience within a team leader position
Proven ability to lead, develop and motivate a high-performing team
Understanding of the financial services market, but full training will be provided.
Excellent communication skills with the ability to communicate effectively with all levels of seniority
Proficient with all Microsoft packages and able to analyse data for reporting and decision-making

What you'll get in return
Great city centre location
Hybrid model
Competitive salary
Supportive team environment
Pension scheme
Professional development

What you need to do now

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