Customer Service Team Leader

Customer Service Team Leader needed in Southampton Paying  16.62 per hr ref 5300484

Full time hours on a temporary basis

Key Responsibilities

• Lead, motivate, and support a team of Customer Service Advisors to deliver outstanding customer service.
• Ensure customer enquiries are handled professionally and effectively across telecare alarms, telephone calls, emails, and written communications.
• Manage and respond to emergency telecare alarm activations in accordance with recognised industry standards and procedures.
• Assess emergency situations quickly, providing reassurance and taking immediate action to secure appropriate assistance.
• Liaise with emergency services, healthcare professionals, support staff, family members, or other relevant agencies when required.
• Maintain accurate and detailed records of all customer interactions, actions taken, and outcomes.
• Act as a first point of escalation for customer issues, complaints, and operational incidents.
• Monitor team performance, provide coaching and feedback, and support ongoing development.
• Ensure compliance with company policies, procedures, safeguarding requirements, and data protection regulations.
• Contribute to business continuity by supporting a service that operates 24 hours a day, 365 days a year.
• Identify opportunities to improve customer experience, service efficiency, and operational performance.

If you are interested in the role, please email your CV to View email address on essentialemploy.co.uk quoting the reference number. 

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared