Customer Service Team Leader - Defence sector

Job description

About

Your new company

Working for a huge defence client based in Aldershot. This role is full-time permanent.

Fully office-based, Monday to Friday, 08:00-17:00

Salary £32,000 per year.

Your new role

Make a real difference to the lives of Armed Forces familiesAre you an experienced customer service leader who knows how to inspire a team, drive performance and deliver exceptional customer experiences?We are looking for a Customer Service Team Leader to join our Accommodation team in Aldershot. This is an exciting opportunity to take a leading role in shaping the experience of our customers and making a genuine difference to the families who live in Service accommodation.

As Customer Service Team Leader, you'll help create a culture built around ownership, accountability, collaboration and continuous improvement. You'll lead from the front, motivate and develop your team, and make sure every customer interaction delivers the right outcome.You'll be responsible for bringing people together, removing barriers and ensuring customers receive timely resolutions. From managing complex queries and escalated complaints to identifying recurring customer pain points, this is a role where your leadership and ideas can have a direct impact.Working closely with colleagues, stakeholders, partners and clients, you'll help create a truly joined-up service that puts our customers at the centre of everything we do.You'll lead, coach and develop a customer-focused team, creating an environment where people feel supported, motivated and empowered to perform at their best.You'll oversee the day-to-day organisation of the team, managing workflow, resources and attendance to ensure operational efficiency and consistently high standards.Regular one-to-ones, quality reviews, coaching sessions and team meetings will form an important part of the role, alongside twice-weekly team huddles where you'll share performance updates, recognise achievements and focus the team on operational priorities.You'll monitor and analyse key performance indicators, using performance information to identify development needs, address skills gaps and drive continuous improvement.Customer experience will be at the heart of everything you do. You'll take ownership of complex queries and escalated complaints, ensuring issues are progressed effectively and customers receive timely and satisfactory resolutions.You'll also lead weekly reviews with key stakeholders, progressing open cases, removing barriers and ensuring the right outcomes are delivered.A key part of the role will be identifying recurring customer pain points and working collaboratively across the wider business to improve processes and customer journeys. You'll proactively manage jeopardy cases, particularly those exceeding 30 days, ensuring appropriate intervention and escalation where required.Through call and case reviews, quality assurance and targeted coaching, you'll help embed a consistently customer-centric approach while driving employee engagement, performance and personal development.

What you'll need to succeed

Previous leadership experience is essential, with a proven ability to motivate, support and develop a team to achieve performance objectives.Experience within a customer service or contact centre environment is highly important, alongside a genuine passion for delivering an outstanding customer experience.We're looking for someone who can think on their feet, adapt to changing priorities and confidently tackle challenges. Experience of implementing continuous improvement initiatives or innovative solutions would be highly beneficial.Strong organisation and prioritisation skills are essential, as is the ability to manage competing workloads while achieving targets and maintaining quality.You'll be creative, inquisitive, positive and solutions-focused, with excellent verbal and written communication skills. Confidence using Microsoft Office packages is also required.Above all, you'll bring empathy, energy and a genuine desire to help customers, while working collaboratively and embracing change.

What you'll get in return

Up to 6% contributory pension scheme

• 25 days annual leave
• Volunteer leave
• Life Assurance
• Free onsite parking
• Employee Assistance Programme
• Refundable eye tests
• Healthcare cash plan and discounts
• Employee referral scheme

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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