Customer Service Team Leader

Join us on a Fixed Term Contract until April 2014 as a Customer Service Team Lead to support the Personal Independence Payment Service (PIP) in Central England and Wales from our Belfast Hub in Beacon House, Clarendon Dock.

You will be joining Capita at a really exciting time… Our growing team are part of a professional, respectful and empathetic service focusing on supporting the PIP claimant through their application process.

We are currently recruiting for a Team Lead to manage a team of customer service advisors. In this role you will be responsible for motivating and effectively managing staff performance, ensuring operational excellence, Service Level and key performance indicators are met within specified client service requirements. You will manage and develop operational client relationships, along with identifying and highlighting further opportunities for service and process improvement.

Accountabilities
Ensure teams understand and deliver the objectives set
Direct the daily activity to ensure a safe, clean and fair work environment for team members
Manage and Motivate individuals to ensure KPI targets are met.
Set high standards of behaviour and performance within the contact centre
Work closely with internal and external customers to ensure on time target achievement
Facilitate effective communication within the team
Identify measures that will lead to improved productivity levels
Delivery of Key Performance Indicators

Previous experience of working within a customer service front or back office environment is essential. Full training on service requirements and systems will be provided.

Successful applicants will be subject to personal checks and candidates are normally required to have a minimum period of five continuous years residence in the UK before they can be considered for security clearance.

If you're ready to apply your professionalism and customer service experience to a different challenge - or know someone that is - find out more about our big recruitment drive, and the various roles and locations available at or call us on

Do what you trained to do, and apply today
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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.