Customer Service Team Leader, YouLend

• Leadership and team management – Ability to motivate, guide, and manage a team of up to 10 FTEs, including conducting performance reviews, coaching, and fostering a positive team culture
• Strong communication skills – Proficiency in both written and verbal communication to effectively relay information, provide feedback, and escalate issues as needed
• Problem-solving and escalation management – Skilled in handling customer complaints, resolving issues efficiently, and providing support for team members with complex queries
• Time management and organization – Ability to manage multiple tasks and priorities simultaneously, including scheduling, rota management, and ensuring KPIs are met
• Process improvement and analytical skills – Capability to monitor and analyse team performance, identify areas for improvement, and implement changes to enhance efficiency and effectiveness
• Product Knowledge - maintain knowledge of all products and services offered and keep informed of changing developments, product and services that would affect the Customer Support Team

Desirable

• As a Customer Service Team Leader, you will oversee a team of customer service agents, ensuring the achievement of team and individual KPIs, including managing ticket queues, call rates, and other performance targets
• You will be responsible for motivating the team to meet these goals while maintaining a high standard of customer interaction quality
• You will proactively monitor and manage team performance, addressing any issues or concerns and reporting potential KPI misses to the Head of Customer Service
• Your role will involve conducting regular one-on-ones with team members, focusing on career development, performance management, and training.
• You'll ensure all team members are aligned with the targets, adhere to attendance and behavioural standards, and receive the necessary coaching and feedback to improve performance
• In addition, you'll handle staffing logistics, including approving leave requests, coordinating team lunches, and adjusting the rota to ensure operational continuity
• You’ll be expected to manage escalations, provide support for complex customer queries, and be the main point of contact for merchant issues and 2nd line complaints
• You will also play a key role in team communication, keeping the team informed of daily KPIs and cascading information from the CS Head and other departments
• Your responsibilities extend to recruitment and training of new joiners, ensuring proper onboarding, setup, and access to necessary tools. A proactive approach to managing workloads to ensure team KPIs are met is crucial to success in this role
• Shifts are 09:00 - 18:00 Monday – Friday, with occasional Saturday (paid overtime) required (1 Saturday in 7)