Customer Services Team Leader

Passionate about leading and inspiring telephony teams? As a Customer Services Team Leader you will ensure that your team are engaged and offer outstanding customer service by going the extra mile in order to delight our customers. Through effective coaching and development you will manage the quality of their interactions and their day to day performance aligned with the Society’s goals.

Contact Centre Team Leader at the West Brom

As Team Leader, each day will bring its own challenges and rewards, which is what I relish about the role. I have a variety of tasks which I have to do each month, including one-to-one meetings for my team of 10 Contact Handlers, call monitoring up to 40 calls per month, running monthly team meetings, covering the duty manager, dealing with any service issues and trying to keep my team focused on their various targets and objectives.

Each day will include completing a variety of these tasks and any other issues that crop up. I love the variety and responsibility that my job brings and the opportunity it gives in contributing to the effectiveness of the business.

What I like about the West Brom:

  • The people I work with are great and really make working here enjoyable
  • The variety of tasks that my role encompasses which means there is always plenty to do
  • I am excited by the future for the West Brom, which looks bright with promising times ahead