Customer Service Team Leader

<p><strong>Customer Service Team Leader needed in Southampton Paying  16.62 per hr ref 5300484</strong></p> <p><strong>Full time hours on a temporary basis</strong>  </p> <p><strong>Key Responsibilities</strong></p> <ul> <li>Lead, motivate, and support a team of Customer Service Advisors to deliver outstanding customer service.</li> <li>Ensure customer enquiries are handled professionally and effectively across telecare alarms, telephone calls, emails, and written communications.</li> <li>Manage and respond to emergency telecare alarm activations in accordance with recognised industry standards and procedures.</li> <li>Assess emergency situations quickly, providing reassurance and taking immediate action to secure appropriate assistance.</li> <li>Liaise with emergency services, healthcare professionals, support staff, family members, or other relevant agencies when required.</li> <li>Maintain accurate and detailed records of all customer interactions, actions taken, and outcomes.</li> <li>Act as a first point of escalation for customer issues, complaints, and operational incidents.</li> <li>Monitor team performance, provide coaching and feedback, and support ongoing development.</li> <li>Ensure compliance with company policies, procedures, safeguarding requirements, and data protection regulations.</li> <li>Contribute to business continuity by supporting a service that operates 24 hours a day, 365 days a year.</li> <li>Identify opportunities to improve customer experience, service efficiency, and operational performance.</li> </ul> <p>If you are interested in the role, please email your CV to verity@essentialemploy.co.uk quoting the reference number. </p> <p>Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.</p> <p>All our roles may be subject to pre-employment checks including references so please be prepared</p>