Customer Service Centre Team Leader

To be considered for the Customer Service Centre Team Leader role at IOSH, candidates should possess strong team management skills and experience in a fast-paced contact centre environment. A proven ability to streamline processes, handle complaints effectively, and motivate team members are essential qualifications. Successful candidates often have a background that includes communicating complex ideas effectively and working independently while reaching set targets.

The Customer Service Centre Team Leader position at IOSH involves a flexible work schedule of 35 hours per week. You can expect to work between 8:00 AM and 6:00 PM. This role also embraces hybrid working, requiring you to be in our Wigston, Leicester office at least two days a week, while the remaining hours can be performed from home, perfect for achieving a work-life balance.

At IOSH, as a Customer Service Centre Team Leader, you will be positioned for significant professional growth. You’ll have opportunities for continuous development through coaching, staff performance evaluations, and taking part in strategic initiatives like Activate 2028. IOSH also offers a performance-related pay scheme, allowing you to be rewarded for your contributions.

IOSH prioritizes work-life balance for its employees by offering hybrid working arrangements that allow for a mix of in-office and remote work. Team Leaders enjoy flexible hours and a generous 25 days of annual leave (plus bank holidays), increasing with tenure, along with the option to buy additional leave. This commitment makes IOSH a fantastic place to cultivate both your career and personal life.

The culture at IOSH is dynamic and engaging, especially within the Customer Service team. We emphasize innovation and team morale, organizing monthly themed events and systems for rewards and recognition for hard work. Your role as a Customer Service Centre Team Leader will include fostering this environment, motivating your team to embrace challenges and excel in service delivery.

Successful Customer Service Centre Team Leaders at IOSH possess a unique blend of skills, including exceptional leadership, the ability to motivate a team, and a strong focus on customer service excellence. Being highly organized, effective in communication, and adept at evaluating team performance are also crucial in leading and continuously improving your team’s effectiveness.

As the Customer Service Centre Team Leader at IOSH, you’ll be responsible for leading your team in delivering exceptional services to clients while actively participating in the transformation of our customer service operations. This role includes coaching your team, managing workflows, ensuring the achievement of service level agreements, and implementing innovative initiatives to enhance our customer experience.

When answering this question, highlight your leadership style and specific instances where you’ve inspired your team. Discuss techniques like recognizing achievements, fostering a collaborative environment, and implementing professional development opportunities to encourage your team members and drive their performance.

In your response, focus on a real example where you successfully handled complaints. Explain the approach you took to resolve the issue, the skills you used in communication, and how you ensured the customer felt heard and valued, showcasing your commitment to customer service excellence.

Describe specific strategies you would implement, such as regular training sessions, performance metrics tracking, and one-on-one coaching sessions. Sharing actionable insights about fostering a strong team culture through recognition and rewards can effectively showcase your leadership capabilities.

Discuss your positive mindset towards change and provide examples of how you’ve led a team through transitional periods. Emphasize communication, support, and promoting a vision that highlights the benefits of change to encourage buy-in from team members.

When responding, outline your experience in creating action plans that focus on meeting service level agreements and tracking performance. Sharing quantifiable achievements, types of metrics tracked, and any software tools utilized will demonstrate your familiarity with the standards expected at IOSH.

Reflect on your experiences managing remote teams, discussing how you maintained engagement and productivity. Highlight communication tools you've used and methods for ensuring team cohesion despite distance, which is particularly relevant in the hybrid working model at IOSH.

Talk about setting regular performance reviews, offering feedback loops, and utilizing team members’ self-assessments to evaluate their training needs. Your response should convey that you prioritize development as tailored to individual aspirations and capabilities, which fosters growth.

Discuss how you rely on data analytics to make informed decisions about team performance and customer satisfaction. Highlight your experience with identifying trends and leveraging KPIs to drive strategic initiatives that align with the goals at IOSH.

Share examples of how you’ve successfully paired team motivation strategies with clear business objectives. This could include recognizing outstanding performance while keeping an eye on productivity levels, which is crucial to maintaining a high-performance culture at IOSH.

Answer this question by referencing specific values or initiatives of IOSH that resonate with you, such as the chance to lead transformation efforts or the focus on employee engagement. Your genuine enthusiasm for the core mission of IOSH is crucial and will help convey your fit for the role.