3h ago
Customer Service Team Leader - Midnights
Cardiff
full-timemid Hybridfinancial services
Description
You will lead a team of around 10 agents to deliver exceptional customer outcomes, develop team capability through coaching and 1:1s, and support the Customer Service Manager in driving departmental improvements. You'll act as an escalation point and remove barriers to excellent service.
Requirements
- Natural leadership ability with resilience to manage a dynamic out-of-hours team
Responsibilities
- Lead a team of around 10 agents to deliver exceptional customer and business outcomes
- Develop team capability through 1:1s, coaching, huddles, and team meetings
- Support the Customer Service Manager in delivering positive departmental improvements
- Build strong relationships with internal stakeholders
- Act as an escalation point for team support during out-of-hours shifts
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