About the Team Lead Role
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We are seeking an experienced team lead to drive a passionate team in delivering exceptional customer service across various channels. As a key member of our customer contact team, you will play a pivotal role in shaping positive customer experiences and developing future talent.
Your Key Responsibilities
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* Lead and develop your team to deliver exceptional customer service levels and meet performance targets across multiple contact channels.
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* Equip new hires with the knowledge, skills, and confidence to succeed while supporting a high-performance culture.
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* Coach and support the team through regular feedback conversations, development planning, and fostering a culture of accountability and continuous improvement.
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* Manage daily operations and escalations to ensure efficient workflows, compliance with policies, and exceptional customer outcomes.
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Required Skills and Qualifications
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* Proven experience leading, developing, and mentoring customer service or sales teams/individuals.
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* A passion for delivering exceptional customer experiences.
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* The ability to read and act on team reports and make data-driven decisions to steer coaching needs across your team to evidence positive change.
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* Confidence managing daily operations, escalations, and team workflows in a fast-paced environment.
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* Excellent communication skills and the ability to build trust and rapport quickly.
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* Managing performance and productivity to achieve set business objectives.
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* A continuous improvement mindset with a focus on efficiency.
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* Strong knowledge of risk, compliance, and quality standards.
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* Knowledge of our methodologies is desirable.
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About Us
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We believe in a diverse workforce supported by an inclusive culture and actively encourage applications from those who bring diversity of thought to our business.