Customer Service Team Leader

Dargan

Full-time

Permanent employee

Your mission

THE JOB
The Customer Service Team Leader will be responsible for leading and supporting a team of Customer Service Advisors to deliver an excellent customer experience and achieve operational performance targets. You will oversee day-to-day team activities, ensuring service levels, quality standards and KPIs are consistently achieved across multiple contact channels.
You will play a key role in coaching, motivating and developing colleagues, managing customer escalations and identifying opportunities to improve processes and performance. Working closely with the Customer Service Operations Manager and other Team Leaders, you will help create an inclusive and supportive environment where colleagues feel valued, respected and empowered to develop and perform at their best.

WHAT WILL YOU BE DOING?

Lead, motivate and support a team of Customer Service Advisors to achieve individual and team KPIs, service levels and quality targets.
Monitor daily team performance, reviewing key metrics and management information to identify performance gaps, address challenges and ensure operational targets are achieved.
Carry out regular 1:1s, performance reviews and coaching sessions, providing constructive feedback and identifying development opportunities to improve individual performance and confidence.
Support the development of colleagues by identifying training needs, sharing knowledge and best practice, and working with the relevant teams to ensure the required skills and knowledge are in place.
Take ownership of customer escalations, supporting Advisors with complex or sensitive queries and ensuring issues are resolved effectively and within agreed timescales.
Act as a point of support and guidance for Advisors, helping with customer queries, processes, systems and operational challenges.
Working with the CX Team to monitor the quality of customer interactions, providing feedback and coaching to ensure a consistent, high-quality customer experience across all contact channels.
Identify opportunities to improve team processes, ways of working and customer journeys, contributing to continuous improvement and reducing unnecessary customer contacts.
Support the implementation of new processes, systems and operational changes, ensuring the team understands and adopts new ways of working.
Ensure team adherence to company policies, procedures, regulatory requirements and service standards.
Maintain effective communication within the team, ensuring operational updates, business priorities and changes are clearly understood and encouraging feedback from colleagues.
Work collaboratively with other Team Leaders and departments to share best practice, address recurring issues and support consistent service delivery across the contact centre.
Identify trends in customer feedback, complaints and escalations, sharing insights with the Customer Service Operations Manager to support root cause analysis and business improvements.
Support customer retention by coaching Advisors to identify appropriate upselling and cross-selling opportunities, deliver positive customer experiences and reduce customer churn.
Manage attendance, conduct and performance matters within the team, escalating issues where appropriate and working in line with company policies and procedures.
Promote an inclusive and supportive team culture built on respect, valuing diversity and ensuring all colleagues feel supported and able to perform at their best.

Your profile

WHAT WILL YOU BRING?

Previous experience leading or supervising a team within a contact centre or customer service environment.
Demonstrable experience of managing team performance against KPIs, service levels and quality targets.
Experience coaching, motivating and developing colleagues to improve individual and team performance.
Strong customer service skills, with the ability to manage complex customer queries and escalations effectively.
Experience monitoring performance data and using management information to identify trends, address performance gaps and drive improvements.
A proactive approach to identifying and implementing process improvements to enhance the customer experience and operational efficiency.
Excellent communication and interpersonal skills, with the ability to engage, support and motivate colleagues at all levels.
The ability to manage competing priorities, make informed decisions and remain effective in a fast-paced operational environment.
A strong understanding of customer experience, complaint handling and service quality.
Experience working across multiple customer contact channels, including voice, email, web chat, messaging and social media.
The ability to build positive working relationships with colleagues and stakeholders across different departments.
Promote an inclusive culture built on respect, valuing diversity and ensuring all colleagues feel supported and empowered.
Experience in the telecommunications market is desirable.

Why us?

IS FIBRUS FOR ME?
At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare. We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption.

As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain!
We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

HOW TO APPLY
To apply to join the Fibrus Group, please do so online and our recruitment team will be in contact with you once we’ve had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus. #Fibrus

At Fibrus Limited, we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We’re happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.
All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications.
Fibrus Limited, Fibrus ISP, Hyperfast and Viberoptix, belong to the Infracapital group of companies. We will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please email careers@fibrus.com if you do not wish us to retain your information or do not wish for us to share your information.