Customer Service Team Leader

Team Leader CSS Job Req ID: Posting Date: Function: Location: Salary: Why this job matters The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results. What you’ll be doing 1. Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience. 2. Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team's issue resolution capabilities. 3. Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group. 4. Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles. 5. Supports teams in ensuring resolutions to customer issues where analysis of service quality is reviewed and used to enhance the tech support service model. 6. Proactively seeks to minimise or eliminate customer service issues under supervision by addressing root causes in terms of either processes or behavioural changes. 7. Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team. 8. Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team driving contribution to the department. 9. Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment. 10. Supports the implementation of continuous improvement opportunities to improve the customer service team processes. The skills you’ll need Complaint ManagementInformation ManagementCommunicationIssue ResolutionProblem SolvingCustomer InsightsCommercial AcumenKPI/Metric MonitoringFeedback ManagementCustomer Relationship ManagementKnowledge ManagementTalent ManagementPerformance ManagementEscalation ManagementDecision MakingGrowth MindsetStakeholder ManagementInclusive Leadership Our leadership standards Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best. At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running. With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. If you have the drive and ambition to make an impact on a global stage, BT International is where it happens. Experience Level Senior Level