Customer Service Team Leader
- Field: Hotel & Licensed Trade
- Deadline: 2026-03-07 10:03
- Reading, Berkshire
Are you passionate about driving performance and creating a positive team culture? We’re looking for a Sales Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.
What You’ll Do
* Lead & Motivate: Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
* Performance Excellence: Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
* Quality & Accuracy: Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal: 95%) and maintain accurate customer records in our CRM.
* Operational Oversight: Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
* Customer Focus: Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
* Quality Assurance: Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.”
What We’re Looking For
* Proven experience in team leadership within a contact centre or similar environment.
* Strong coaching and motivational skills.
* Excellent communication and problem-solving abilities.
* Familiarity with Zendesk and CRM systems is a plus.
Why Join Us?
* Be part of a dynamic, supportive team.
* Opportunities for growth and development.
* Competitive salary and performance-based incentives.
Ready to lead and make an impact? Apply now and help deliver exceptional service every day
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