Customer Service Team Leader

Customer Service Team Leader

Red Recruitment is recruiting a Customer Service Team Leader to join a training and apprenticeship provider in Birmingham.

You'll lead a team responsible for gathering learner documentation ahead of training start dates, ensuring work is completed accurately, efficiently and ready for compliance review.

This role would suit an experienced Team Leader with a background in high-volume administration or back-office operations, confident managing competing priorities and keeping a busy team on track.

Benefits and Package for a Customer Service Team Leader:

Salary: £35,000
Bonus: Up to £6,000 annually, paid monthly (£500 maximum per month), based on quality and productivity. Historically achievable.
Hours: Monday-Friday, 9am-5pm
Contract: Permanent
Location: Birmingham, with hybrid opportunities
Excellent training and development opportunities
Performance-based bonusKey Responsibilities of a Customer Service Team Leader:

Leading and supporting the pre-compliance team to gather learner documentation ahead of training start dates
Allocating workloads and monitoring progress across multiple learner groups with different document requirements and deadlines
Managing team performance, balancing productivity with accuracy and a positive learner experience
Coaching team members and providing regular feedback to improve performance
Working closely with sales and compliance teams to clarify requirements and ensure timely handovers
Resolving escalated queries, identifying missing information and addressing delays in the enrolment process
Maintaining oversight of administrative processes and identifying opportunities to improve efficiencyKey Skills and Experience of a Customer Service Team Leader:

Previous Team Leader experience within a high-volume administration, processing or back-office environment
Experience managing document-led workflows and administrative processes, with responsibility beyond telephone-based activity
Strong organisation and prioritisation skills, with the ability to manage competing deadlines
Confidence monitoring performance, allocating resources and keeping a team focused on targets
A supportive leadership style, with experience coaching and developing team members
Excellent attention to detail and a calm, practical approach to resolving problems
Strong communication skills and a customer-focused approachDesirable

Experience in Information, Advice and Guidance (IAG)
A Level 2 IAG qualification
Any mentoring or coaching qualifications would also be a bonus.These qualities are desirable, not essential. There will be opportunities to gain IAG training and develop these skills internally.

If you are an experienced Team Leader who can keep people, processes and deadlines on track, apply now!

Red Recruitment (Agency)