Customer Services Team Leader

We're Hiring - Customer Service Team Leader

Salary - up to £32,000 (DOE)

Location - Birmingham

Key Benefits{{:}}

• Generous Holidays{{:}} Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday
• Give Back{{:}} Enjoy paid volunteering days to support causes you care about
• Referral Rewards{{:}} Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team
• Social Events{{:}} Join in on regular social events and connect with your colleagues in a fun and relaxed environment

About Us{{:}}

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose{{:}}

As Customer Service Team Leader, you'll lead and inspire the customer service team in delivering exceptional support and service to customers, ensuring efficient resolution of enquiries and complaints, while driving continuous improvement in team performance and customer satisfaction.

Key Responsibilities{{:}}

• Lead, motivate, and manage a team of customer service representatives to meet and exceed service level agreements and key performance indicators
• Monitor daily operations and ensure high-quality customer service delivery via phone, email, live chat, or other channels
• Provide coaching, training, and development opportunities to team members to enhance their skills and performance
• Handle escalated customer enquiries and complaints through all channels of escalation, ensuring prompt and effective resolution
• Analyse team performance metrics and prepare regular reports for management
• Collaborate with other departments to improve processes, communication, and customer experience
• Foster a positive work environment that encourages teamwork, accountability, and continuous improvement

Skills & Experience{{:}}

• A positive, patient attitude with a passion for delivering successful results and solutions
• A detail-oriented individual, who can estimate and prioritise effectively, to meet deadlines
• Proven experience in a leadership role, preferably customer service leadership
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Problem-solving mindset with the ability to handle difficult situations calmly and professionally
• Proficient in customer service software and CRM systems
• Ability to analyse data and use insights to improve team performance
• High level of organizational and multitasking skills

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you're excited about driving business growth and transforming how companies use technology, we want to hear from you.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we're here to help.

Ready to make a real impact? Apply now!