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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer service teams, focusing on performance management, coaching, and development. Skilled in utilizing performance data to drive continuous improvement and enhance customer satisfaction.
Highest-signal resume keywords
Team LeadershipPerformance ManagementCoaching and DevelopmentStakeholder ManagementCustomer Satisfaction
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI MonitoringQuality Standards ManagementPerformance Data AnalysisCoaching Plan DevelopmentCustomer Service Management
Soft Skills
Strong CommunicationCollaborative WorkChange Management
Industry Keywords
Customer ServiceContact CentreContinuous ImprovementOperational Support
About the role
Key responsibilities & impact- Lead and manage a team of Customer Service Advisors
- Ensure performance targets, service levels and quality standards are consistently achieved
- Monitor KPIs, service levels, quality standards and customer satisfaction measures
- Conduct one-to-one meetings, coaching sessions and performance reviews
- Develop and implement coaching and development plans
- Promote a positive customer-focused culture
- Support continuous improvement activities
- Communicate operational updates and manage change initiatives
- Work with internal stakeholders
Requirements
What you’ll need- Previous experience leading and managing a team within a customer service or contact centre environment
- Proven ability to monitor and manage individual and team performance against KPIs, service levels, quality standards and customer satisfaction measures
- Experience conducting one-to-one meetings, coaching sessions and performance reviews
- Ability to use performance data, management information and quality assurance feedback to identify opportunities for improvement and drive results
- Experience developing and implementing coaching and development plans
- Strong communication and stakeholder management skills
- Ability to work collaboratively across operational support functions
Benefits
Comp & perks- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- Paid day out of the office for volunteering
- Auto-enrolment to company pension
- Life assurance
- Cycle2work scheme
- 15 weeks’ fully paid maternity, adoption and shared parental leave
- Two weeks’ paternity pay
- Voluntary lifestyle benefits, including retail, socialising, health and wellbeing, travel and technology discounts
- Employee Network Groups
- Flexibility that comes with working from home
- Career growth and professional development opportunities