Job Description

Customer Service Team Leader

Location: Telford

Hours: Monday – Friday 9am – 5:30pm

Contract:

Ready to create something great?

At Lyreco, we're about empowering people to create great – and we're looking for a Customer Team Leader to join our Head Office in Telford.

If you are passionate about delivering a best-in-class customer experience to drive loyalty and sales, have previous demonstrable experience of managing a large team and the ability to gain trust and respect of others then this could be the ideal role for you.

As a Customer Service Team Leader your responsibilities will be:

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team, creating a high-performance culture focused on delivering an outstanding customer experience.
• Drive the day-to-day success of the team by monitoring performance, providing regular feedback, and supporting colleagues to achieve service, quality and productivity targets.
• Champion customer satisfaction and loyalty by ensuring every interaction is handled with professionalism, empathy and expertise, following Group best practice and WISE standards.
• Act as the voice of the customer, using customer feedback, insights and trends to influence decision-making and help shape continuous improvements across the business.
• Inspire and motivate your team to thrive in a fast-paced environment, successfully managing high volumes of customer interactions across calls, emails and live chat.
• Identify coaching and development opportunities, supporting team members to grow their skills, build confidence and achieve their full potential.
• Use data and performance metrics to drive results, recognise success, and implement actions that improve both customer outcomes and team engagement.
• Foster a positive, collaborative team culture where colleagues feel valued, supported and empowered to deliver their best every day.

As a Customer Service Team Leader you will have:

• Proven experience leading, coaching and motivating a customer-facing team of 10-15 people to achieve business and customer service objectives.
• Confident communicator who can work effectively with customers, colleagues, and team members.
• A passion for creating exceptional customer experiences and inspiring others to do the same.
• Experience using performance data and customer insights to identify opportunities for improvement and drive meaningful action.
• A proactive mindset with a continuous improvement focus, always looking for ways to enhance the customer journey and team performance.
• Ability to handle a fast-paced workload, whilst maintaining a high standard of quality.
• Ability to work as part of a team and achieve common goals through personal contribution.

What you'll get

Alongside a competitive salary, you'll receive:

31 days holiday, inclusive of bank holidays.

Pension & Life Assurance Scheme.

Opportunity to participate in the Cycle to Work Scheme, access retail vouchers and eye care vouchers.

2 fully paid community volunteering days each year.

Grow Our Own Talent Programme – promoting internal career development.

Referral Scheme.

Long Service Awards – to celebrate your career milestones.

Opportunity for career break – after 3 yrs of service

Sports & Social Club – access to discounted trips and excursions.

Company Values: Passion, Respect, Agility, Excellence.

Create great with us

At Lyreco, Empowering people to create great is more than our EVP. We want our people to have the opportunity to contribute, develop, share ideas and make an impact.

Ready to create something great? Apply today. As a diverse and forward-thinking employer, we embed the principles of equality, diversity, and inclusion into everything we do. That includes our staff, customers, suppliers, and our local community. We’re committed to the wellbeing of all our staff and to the sustainability of our environment.

​​​​​​​Lyreco prides itself on being an inclusive employer. We value and celebrate equality in opportunities, and we welcome applications from people who reflect the diversity of our communities.

No agencies please

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