Customer Service Team Leader

• ASAP start
• Hybrid working model
• Join a supportive team

Our client is an energy provider based in Southbank who are seeking an experienced Customer Service Team Leader to oversee their customer service and complaint resolution function, ensuring high service standards, strong team performance, and operational efficiency.

Reporting to the Executive General Manager, you will lead and develop a high-performing team while driving continuous improvement initiatives to enhance customer experience.

Key Responsibilities

• Lead, coach and develop the customer service team
• Monitor performance against KPIs and SLAs
• Manage escalations, complaints and complex customer queries
• Oversee call queues and daily workflow allocation
• Conduct performance reviews and provide ongoing coaching
• Generate and analyse performance reports
• Identify process improveme...