Customer Service Team Leader

  • Location
    Leeds, West Yorkshire
  • Salary
    £ 25000 - £ 32000 / Year
  • Category
    Legal - Office Manager
  • Job type
  • Industry
  • External Reference

Are you looking for the next step in your Customer Service career? Do you work well under pressure and have experience managing a team?

We are working with Property Law Experts to find a talented Customer Service Team Leader!

Monday to Friday, office hours

£25,000 - £32,000

Your duties will include:

  • Lead and motivate all team members to achieve their set monthly KPI's

  • Conduct daily work position and performance review meetings.

  • Identify under performance and take corrective action in a timely manner.

  • First line response to client/service queries or complaints at the initial stages in line with our complaints procedure, maintaining a complete and accurate file and submitting responses and reports as required in a timely fashion.

  • Management of supplier panels (including identifying and rectifying service issues).

  • Act as point of escalation for direct reports for queries or issues regarding our service

  • Check a variety of exception reports from our systems and direct resource as appropriate to resolve.

  • Produce management information (MI) for internal and external parties on a daily, weekly and monthly basis.

  • Ensure an equitable distribution of activities across all team members in line with absence, skill and other factors.

  • Proactively provide clients with progress updates on a daily/weekly basis as applicable.

  • Understand all aspects of the process and where appropriate undertake tasks within the process.

  • Monitor appropriate system work records to ensure that all work is progressed to meet challenging productivity targets.

  • Effectively schedule, and manage, all breaks to ensure that the Team is adequately resourced at all times.

  • Act upon issues concerning performance, time-keeping, absence and holidays promptly and accurately

  • Update the team with changes in procedures.

  • Recruitment of new team members to the business.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Georgina York