Job Title: Customer Service Team LeaderLocation: HalesowenSalary: 31,143 plus up to 2000 per annum performance related bonusJob Type: Full Time, PermanentWorking Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.Early Shift: 8:30am - 17:00pmMid Shift: 9:00am - 17:30pmLate Shift: 10:00am - 18:30pmWhat you will be doing:Coach and upskill team members across Customer Service and Driver Success, managing QA monitoring and reporting to identify development needs and drive continuous improvement in service qualityEnsure colleagues meet current KPIs and aim to exceed themTake ownership to resolve and manage complaints, utilising Respond effectivelyEnsure team adherence to expected standardsSupport Team Manager to Plan and manage resource, including sickness, absence and punctualityManage performance through the 1:1 processShare daily feedback on Customer Service and Driver Success Team performance, call stats and SLA/KPI analysisAct as a visible leader and ambassador to deliver our defined Project Anchor strategy, driving employee engagement and championing the Social Committee to deliver inclusive initiatives that strengthen colleague connection, participation and wellbeingManage workload across functions to support service levels and team performanceMaintain and develop own performanceDemonstrate and role model our company ValuesComplete all tasks relevant to our Manager ..... full job details .....