Customer Service & Experience Team Leader

Job Advert

Job Title: Customer Service & Experience Team Leader

Location: Salisbury

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

We’re looking for an experienced Contact Centre Team Leader to lead a team of Customer Service Advisors in delivering outstanding customer service. Working alongside other Team Leaders you’ll be responsible for coaching, performance management, achieving operational KPIs and driving operational excellence while creating a supportive and engaging team environment.

The ideal candidate will be an experienced Contact Centre Supervisor or Team Leader within a similar setting and have strong leadership skills, a passion for customer experience and the ability to inspire high performance in a fast paced environment.

Main Duties and Objectives:

Lead, coach and support a team of office based and hybrid Customer Service Advisors to carry out their duties effectively

Conduct all elements of recruitment, training, induction, reviews, appraisals and performance management of the team

Conduct regular Team Meetings

Manage the rota and workforce planning associated with your area of responsibility to ensure the Department is resourced appropriately at all times

Create a positive, inclusive and performance driven environment

Conduct regular Team Meetings, Briefings and 1:1 sessions

Support onboarding and training of new starters

Identify training needs and development opportunities

Support employee engagement and wellbeing initiatives

Work with the Head of Customer Experience and other Team Leader to create a Quality and Compliance Framework

Support with the scoping and implementation of new initiatives, systems or processes

Monitor individual and team KPIs carrying out call/digital audits and providing feedback in a timely manner (KPIs including but not limited to)

Service Levels

Average Handling Time

Customer Satisfaction (CSAT)

First Contact Resolution (FSR)

Quality Scores

Provide statistical analysis and reporting of KPIs , team performance and integration of any new demand

Identify performance trends and implement improvement plans

Recognise and reward strong performance

Ensure customers receive professional, efficient and empathetic service

Promote continuous improvement in customer journeys and service delivery

Manage workforce planning and resource allocation including supporting real time operational management where required

Ensure processes and procedures are updated are followed consistently

Collaborate with other departments to resolve operational issues

Produce and analyse team/operational performance reports

Maintain accurate records of coaching, absence and performance

Take investigative and remedial action into operational, service and systems issues

Deputise for the Customer Service & Experience Manager where required

Essential Skills:

Previous experience of leading an inhouse contact centre or customer service environment

Experience of leading high performance teams ideally with upto 20 direct reports

Experience of workforce planning and real time analysis

Experience of leading multi contact channel teams both office based and hybid

Resilient under pressure

Excellent communication skills, both verbal and written.

Ability to motivate and influence others

Good analytical and problem solving skills

Ability to manage performance effectively

Exceptional organisational skills and ability to work to deadlines

An effective and enthusiastic team player

Self-Motivated and target driven.

Strong attention to detail and high level of accuracy.

Ability to work on your own initiative.

Capable of working under pressure during busy periods.

Experience of high-volume of daily calls and e-mails

Experience within a fast paced customer service and operations environment

Knowledge of workforce management principles

Coaching or leadership qualification

Performance and Success Measures:

Consistently achieve or exceed targets across core KPIs:

CSAT, QA, Service Levels, and First Contact Resolution (FCR)

Delivering strong outcomes without compromising quality or experience

Maintain a well-controlled and efficient operation:

SLA adherence met or exceeded

Average Handling Time (AHT) within target range

Low backlog levels and strong case resolution times

Drive effective resolution and reduce unnecessary demand:

High FCR performance

Reduction in repeat contact rate (TBC%)

Measurable reduction in failure demand

Deliver strong people performance against measurable outcomes:

High team engagement scores

Low attrition and absence rates

Consistent completion of coaching, 1:1s, and performance reviews (100%)

Improvement in individual KPI performance across the team

Ensure consistently high quality and compliance standards:

QA scores at or above target

Low error rates and strong audit outcomes

Full adherence to processes and procedures

Use data to drive measurable performance improvement:

Regular identification of performance trends and root causes

Delivery of improvements that result in quantifiable KPI uplift (e.g. FCR, AHT, complaints)

Contribute to wider operational success:

Positive stakeholder feedback

Reduced escalation volumes and resolution times

Improved Trustpilot/review scores

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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