Job Description

Team Leader
Salary: £28,000 - £30,000 per annum
Location: UK | Liverpool
Reporting to: Operations Manager

Are you passionate about shaping outstanding customer experiences and influencing the future of service delivery? Join a global organisation that partners with some of the world's leading brands across various industries including mobility solutions, consumer goods, industrial technology, and energy.

To support the continued growth of the Liverpool site, we are looking for an experienced Team Leader to join one of our high-profile, established campaigns. This role offers a fantastic opportunity to lead a dynamic customer service team and contribute to a recognised and respected brand.

Salary & Benefits:

• £28,000 - £30,000 per annum, depending on experience

• Flexible shift patterns within a 7-day operation (between 08:30 and 20:30)

• Supportive and inclusive working environment

• Opportunities for progression and professional development

• Access to company benefits and employee well being initiatives

Key Responsibilities:

• Lead and inspire a team of Customer Service Associates to deliver a first-class customer journey.

• Resolve customer queries professionally and promptly, ensuring "Right First Time" solutions.

• Coach, develop, and motivate team members to achieve performance targets and KPIs.

• Foster a positive, high-performance work culture focused on delivering service excellence.

• Provide a value-added service that enhances the customer experience and strengthens brand reputation.

• Communicate effectively with key stakeholders regarding campaign performance and challenges.

• Identify and implement opportunities to improve customer experience through ongoing evaluation.

• Escalate service-related issues, incidents, or trends as needed.

• Monitor and maintain both individual and team targets.

• Work flexibly within required shift patterns as part of a 7-day operation.

What You'll Bring:

• Strong leadership experience in a fast-paced, high-performance contact centre or similar environment.

• Demonstrated ability to coach and develop teams using situational leadership.

• A people-first approach, with a passion for delivering exceptional customer service.

• Excellent communication skills-both verbal and written.

• Strong planning, organisational, and decision-making abilities.

• Commercial awareness and a drive to influence performance and change.

• Resilience, tenacity, and a proactive, professional attitude.

• A collaborative and team-oriented mindset.

• Proficiency in MS Office and general IT systems.

• Flexibility to work shifts between 08:30 and 20:30, including weekends.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.