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About the Role

We are looking for an experienced Customer Services Team Leader to join the day to oversee the productivity of our 10 Customer Service Agents. You’ll be a part of our rapidly expanding company on a permanent basis, leading through motivation and leading by example. You'll ensure that team members meet required standards for taking and processing emails and calls from Mears Group customers and their customers to fulfil the groups contract.

Role requirements :

• Reporting to the Service Manager, management of designated team and resources including resource planning for their respective teams
• Lead the day-to-day performance of the Customer Service Centre designated teams to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.
• Deliver business strategy for MHM Local and wider MHM contracts and interests, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Carry out staff development and training to fulfil contract obligations working with HR and L&D departments where applicable.
• Lead, inspire and co-ordinate designated Service Centre team at all levels to create motivated and engaged colleagues.