Permanent Full Time We are looking to recruit a Customer Service Team Leader to join our Welwyn and Hatfield Contract, based from our office in Welwyn Garden City, AL8 6AE About the Role Customer Team Leader will ensure the contact centre operations deliver the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Video, Social, Correspondence. Assessing resourcing requirements and supporting the day-to-day activity, you ll support the Management team in the delivery and achievement of the annual and 5 year plan and lead colleagues on your team to develop best practice and implement change. You ll undertake quality assurance and drive a culture of right first time , as well as assisting and working alongside the Customer Performance Manager to manage the KPI s and ensure SLA s are adhered to. You ll resolve complaints and acknowledge compliments, implementing action plans to address any areas of dis-satisfaction. You ll communicate and manage annual leave and absences and use initiative to assist the team when necessary, covering absence and busy periods. About You With exceptional communication skills, you ll be able to establish and maintain effective customer relationships and be confident when it comes to presenting to a range of people and groups. You ll have strong administration skills, a good working knowledge of Microsoft Office and above all, an excellent ..... full job details .....