Customer Service Team Leader

We are now recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford!

This is a hybrid, full‑time role working 37.5 hours per week, Monday to Friday between 8:00 am and 8:00 pm with some Saturdays between 9:00 am and 5:00 pm.

You will be expected to be in the office during training periods, plus every Tuesday, Wednesday, and Thursday.

This is a non‑sales environment, taking inbound service calls.

As part of this role, you will be required to travel to Belfast on occasion to meet with our wider team and other team leaders.

Salary: £31,749.00

Job title

Customer Service Team Leader

Job description

What you\'ll be doing

  • Coaching and developing a team of approximately 15 customer service advisers to deliver excellent customer service
  • Working with team members to meet customer needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience
  • Drives employee engagement
  • Ensures all KPIs are met
  • Hiring, training, assigning, directing, and evaluating staff

What we\'re looking for

  • Contact centre experience either as a senior customer service adviser or team leader / Deputy/ or manager. We will consider applications from senior Customer Service advisors who can demonstrate some of the key competencies listed below
  • Demonstrated experience of providing feedback on the quality of work across a team, performing 121’s, training and coaching in support where required
  • Ability to carefully monitor & manage KPI’s and productivity and quality outputs/contractual SLA’s and volume of calls
  • Ability to read and interpret MI data, based on telephony and CRM data – using excel data base and online systems to prepare reports for the senior manager
  • Process improvement and change management experience

About HAAS

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by Capita

What’s in it for you?

  • £31,749 Annual salary
  • 25 days’ holiday (rising to 27) with the opportunity to buy extra leave
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Auto‑enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
  • Access to the Headspace app for you and up to 5 family or friends

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You\'ll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering exciting opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

? Customer first, always ? Fearless innovation ✅ Achieve together Everyone is valued

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318and we’ll get back to you to discuss.

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com

Location

Stafford, United Kingdom

Time type

Full time

Contract type

Permanent

#J-18808-Ljbffr
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...