Customer Services Team Leader

By admin August 17, 2022

Responsive Personnel are pleased to be recruiting a Customer Services Team Leader for our Bristol (BS2) based client.

In this role you will deliver exceptional performance through leading a team of up to 15 agents driving productivity, service levels and doing the right thing for our customers.

Key Tasks and Responsibilities:

Deliver Operational Performance:

  • Deliver team and individual KPIs in line with business OKRs
  • Handle inbound and outbound calls and resolve escalated customer complaints and queries when required.
  • To conduct regular performance and behaviour reviews documenting discussions and performance improvement plans (PIPs) for any team member failing to achieve required performance, agreeing actions and review dates
  • Liaise with Work Force Management regarding rota’s, shifts, breaks etc. to maximise adherence and productivity.
  • Review working practices and processes and identify improvement.

Embed Compliance:

  • Through regular quality monitoring ensure agreed standards are met and all regulatory requirements are delivered

Engage Colleagues:

  • To motivate and develop individuals through coaching, feedback and mentoring to enhance performance
  • To develop and monitor performance development plans (PDPs) for all team members, identifying and supporting training and development needs
  • To manage attendance of team members using HR policies and procedures
  • To work as a unified management team to deliver outstanding performance within their team and across the area
  • Deliver effective communication and updates through daily huddles, team meeting, and various business media to ensure agents are engaged and informed.

Power our People through technology:

  • Ensure self and all team members are equipped to use all tools and systems to maximise efficiency and drive KPI improvements.



  • Computer literate, in particular MS Office
  • Sales experience, as required
  • Experience in managing people and performance
  • Excellent communication skills, written and verbal
  • Ability to influence others with strong interpersonal skills and the ability to resolve conflicts
  • Strong customer focus
  • Excellent organisation, time management and prioritisation skills
  • Innovative approach to problems and challenges


  • Discounts available covering, Lifestyle Savings, Eyecare, Free Online Learning Courses and Live Well Blogs
  • An online e-learning platform that you can unlock access to 600+ CPD certified courses
  • Receive on-going support from our Employee Assistance Programme through Health Assured for all your health and well-being needs
  • Cycle to Work Scheme available
  • 25 days Holiday
  • 4 x Basic Salary Life Assurance
  • Eyecare Scheme
  • 5% Pension Employer Contribution
  • 5% Pension Employee Contribution
  • Up to 10% Performance Profit Share

This is a full-time position

37.5 hours per week with shifts between 09:00-2100

5 days across 7 days a week on rotation

Immediate start