Customer Service Team Leader

Department: Service and Support
Location: UK - Norwich Head Office
Require Travel: Not Required

Job Description

Customer Service Team Leader


Salary £23,000 to £26,000, plus £5,000 to £10,000 OTE earnings.

Join one of the fastest growing UK tech companies! Epos Now possess a market leading product and an award-winning brand, there has never been a more exciting time to join our friendly team in Norwich. We are currently looking for a Customer Service Team Leader who will lead a team of Customer Service Consultants, providing them with excellent guidance and leadership to enable them to deliver industry leading customer service and close on revenue opportunities.

Duties as a Customer Service Team Leader:

  • Consistently meet and exceed your individual objectives and team targets. 

  • Create a high performance culture - effectively managing underperformance and high performers.

  • Monitoring overall performance ensuring quality targets and metrics are being met.

  • Motivate and inspire the team to achieve and exceed targets.

  • Conduct regular/monthly one-to-one review meetings and team huddles.

  • People management duties in line with company policy, procedures and HR requirements.

  • Be proactive in the recruitment/selection process and training/coaching to ensure a skilled and effective workforce. 

  • Continuous process improvement.

  • Be the escalation point of contact for customer complaints and ensuring compliance with the terms and conditions. 

Requirements for Customer Service Team Leader: 

  • Proven leadership and people management experience.

  • Experience in B2B customer service and support environment. 

  • Proven experience of developing, supporting and coaching a Service Team to success.

  • Able to build strong relationships internally and with customers over the phone.

  • Have an excellent telephone manner and great customer service skills.

  • Ability to work in a fast paced and ever-changing environment.

  • Excellent analytical skills.

  • Excellent at process improvement.

Benefits worth getting excited about!

  • Progression! With an ever-evolving, growing and changing business we can offer an exciting career path.

  • Increasing holiday allowance and holiday trading opportunities.

  • Exclusive retail, restaurants, travel and accommodation discounts

  • Modern ‘London-style’ offices with PS4s, ping pong tables & summer tiki bar.

  • Company pension scheme with Scottish Widows.

  • Cycle to work scheme.

  • Dental and healthcare plans (salary sacrifice).

  • 24/7 access to health / well-being online centre and employee assistance programme.

  • Long service and half annual awards.

  • Company celebratory events (summer and winter).

Check out Trustpilot ('excellent') online for independent reviews and an insight into our products and services and Glassdoor (4.4/5) online for reviews on us as an employer.