Customer Service Team Leader job opportunity at Frasers Group.

Home Jobs In United Kingdom Tag: Job Customer Service Team Leader position at Frasers Group


Date2026-04-23T07:18:00.696Z bot
Frasers Group Customer Service Team Leader
Experience: General
Pattern: Full-time
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loacation Weighbridge Road, Shirebrook, England, United Kingdom
loacation Weighbridge Ro..........United Kingdom
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Job DescriptionTo manage, coach, develop, and monitor the effective performance of a Customer Services team, to enable them to achieve targets and KPIs including but not limited to, Productivity, Quality, Adherence, and Customer Satisfaction. To lead from the front as a role model for the team, promoting colleague engagement, growth mindset, and ensuring the success of Frasers Group is at the forefront of all practices.The responsibility.Managing and monitoring advisor and team performance to deliver KPIs, targets, quality standards and outcomes.Ensure the team achieves all set SLA’s, delivers a minimum 85% Quality Assurance score and that monthly 1-2-1s are had with each advisor.Deliver updates, participate and regularly host in our CS Operational Huddles to identify challenges and successes across the operation.Ensure that advisor records are kept up to date within the CS Management Hub and HR Personnel File.Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievementWork closely with both your Team Manager and WFM Team, ensuring that your team are achieving business KPIs; also ensuring that individual performance targets are being met, including an adherence target of 95%.Support the team with handling escalated queries across all channels, ensuring that the highest standard of Customer Service is being provided.Promote our Goodwill Gesture structure across the operation, ensuring that the team are providing an exemplary level of Customer Service.Managing and developing the performance and potential of the teamWork closely with your direct reports to promote best practice, conducting 2 quality checks per month and delivering valuable coaching and feedback for each quality check.Conduct a quarterly skills matrix in line with Talent Density, with the purpose of creating a PDP for each advisor to be reviewed within each 1-2-1.Adhere to HR and People policies, procedures and standards and be responsible for managing your team’s adherence to these policies.Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team Act as a subject matter expert in your area, identifying and recommending areas in which processes can be improved and feeding this back to your Team Manager.Ensure that any changes are communicated and implemented in a timely manner.Communicate effectively within your team, promoting engagement and escalating relevant queries with the relevant stakeholders whilst ensuring your Team Manager is always informed prior to implementation of any change within the team.

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