Job Title: Customer Service Centre Team Leader
Role Overview:
At GLL, our Customer Service Centre Team Leaders are integral to delivering a world-class customer experience while leading and developing a team of advisors. As a Team Leader, you will manage day-to-day floor operations, oversee team performance, and ensure our team meets and exceeds our service level agreements. You will also strive to lead the team in achieving and exceeding other key performance indicators (KPIs). You will motivate, coach, and inspire your team to deliver first-contact resolution, quality assurance, and operational excellence.
To excel in this role, you should be self-motivated, results-driven, and possess strong leadership qualities and excellent communication skills. You will have the opportunity to make a significant impact, not just on our customers' experiences but on your team's development and performance.
The role reports to the Customer Service Centre Assistant Manager.
We are seeking a full-time Customer Service Team Leader for a 12-month contract, 40 hours per week and an annual salary of £36,562.67*
*Salary is based on 40 hours per week.
You will receive training in leadership and team management. Ongoing professional development will be available to support you in your new leadership role.
Key Responsibilities:
Lead, coach, and support a team of up to 10 advisors to ensure the delivery of exceptional customer service.
Monitor and manage team performance, ensuring service levels and KPIs are consistently met.
Conduct regular call and email coaching sessions to develop team members’ communication and problem-solving skills.
Handle complex customer escalations and complaints, ensuring timely resolution and utilising them as learning opportunities for the team.
Promote an understanding of GLL’s sustainability efforts, including energy efficiency, recycling, and water usage, that aligns with our environmental values.
Oversee floor operations, ensuring optimal resource deployment to meet peak flow demands, including evenings and weekends.
Manage team rostering, attendance, and absence, ensuring proper coverage to meet customer demands.
Support with recruitment, onboarding, and induction of new team members, ensuring they are fully equipped to excel in their roles.
Actively promote and uphold GLL policies, standards, and values.
Inspire and engage your team, fostering a culture of collaboration and continuous improvement.
Provide structured feedback to individuals, identifying areas for development and implementing personal development plans.
Facilitate training sessions and development activities to nurture talent and build a high-performing team.
Act as a role model, embodying the GLL vision and values while promoting a ‘one team’ approach.
Work collaboratively with the Customer Service Centre and leadership teams to identify and implement improvements in processes and customer experiences.
Encourage innovation within the team, regularly seeking feedback and suggestions for enhancing service delivery.
Take ownership of critical incident management, providing calm and efficient leadership during high-pressure situations.
Ensure the team is prepared to handle any significant events impacting customer service, including business disruptions and emergency responses.
Requirements:
A positive approach to ‘Customer Service.’
A proactive and confident approach to leadership.
At least 12 months of leadership experience in a customer service environment, preferably within a contact centre, within the last five years.
Strong people management skills with a proven ability to motivate and develop others.
Excellent verbal and written communication skills with a warm, friendly, and confident manner.
Resilient under pressure, with the ability to remain calm and focused.
Strong organisational and administrative skills, with proficiency in Microsoft Office packages.
High commercial awareness and a deep understanding of delivering for customers, colleagues, and the business.
A flexible and adaptable approach to tasks, with the ability to work evenings, weekends, and peak times as needed.
Self-motivated, with a passion for delivering outstanding service and driving team success.
A natural leader and coach who enjoys nurturing and growing talent.
Highly organised and able to manage multiple priorities in a fast-paced environment.
A positive, confident, and can-do attitude with a genuine interest in improving customer experiences.
Strong problem-solving skills with a creative approach to overcoming challenges.
What You Will Do:
Lead by example, demonstrating best practices in customer service, problem-solving, and operational management.
Take ownership of team performance, setting high standards and supporting your team in achieving them.
Take ownership of your performance, setting and achieving high standards.
Collaborate with the entire CSC management team to continuously improve customer service delivery.
Promote a positive and inclusive team culture that drives colleague engagement and outstanding customer outcomes.
As a leader within the leisure industry, we offer a unique job variety and a platform for you to progress your career. This is an opportunity for you to grow personally and professionally, unlike anywhere else.
In return, you will get the following:
A values-driven organisation
Learning & development to support career development
Discounted gym membership for you and your partner
Industry-leading rates of pay
Opportunity to join the GLL Society and have a say in how our organisation is run, plus associated social events
Exclusive discounts on villas in Portugal
Exclusive discounts on our Ski chalets in Bulgaria
Career pathways and professional development are just the start - We also provide training with practical and theoretical elements to ensure you stay at the top of your game
Discounts across thousands of retailers GLL Extras
25% off Red Letter Days
25% off Buy a Gift
25% off at Headmasters Salons
20% off GLL spa experience treatments and associated products
Ride to work scheme
Eye tests paid for, and up to £200 towards some new specs
Employee Assistance Programme via Health Assured
Our Opening Hours:
Monday to Thursday – 7:45 am-9:15 pm
Friday – 7:45 am-6:15 pm
Weekends – 7:45 am-4:15 pm
About GLL:
As the UK’s largest leisure operator and charitable social enterprise, we offer a range of careers for everyone in our local communities. We manage over 400 facilities across England, Wales, and Northern Ireland, including public sport and leisure centres, elite sporting venues, libraries, and children’s centres.
Our people are from the communities that we serve and help us make fundamental changes in their local area.
Passionate about seeing our communities thrive, we invest in our facilities, projects, and people and are Investors in People Gold Award employers.
We are proud to be an inclusive employer. We actively seek and welcome diversity in our teams, as we believe it enriches our work environment. All pay rates are subject to skills, experience, qualifications, and location, ensuring fair and respectful treatment for all our employees.