Service Delivery Team Leader
| Posting date: | 14 July 2025 |
|---|---|
| Salary: | £32,954 per day |
| Hours: | Full time |
| Closing date: | 11 August 2025 |
| Location: | West Midlands, B37 7YB |
| Company: | BCA Group |
| Job type: | Permanent |
| Job reference: | ORG3669-BCALPDSDTL001 |
Summary
Service Delivery Team Leader
Birmingham Business Park
Monday - Friday - £32954
Purpose of Job:
To lead, manage and motivate a team of Customer Service Executives. To be the senior point of escalation for the Senior CS Executives. To provide coaching and development through regular reviews to maintain a consistently excellent customer experience. To manage the day-to-day workflow effectively to maximise the resource to achieve key KPIs. To be a great team player willing to support the wider team to achieve the business objectives.
Reporting to: Service Delivery Manager
Responsibilities
Core Duties:
Lead and coach a team of CS Executives in line with agreed cinch HR & Operational processes, including 1-1s, PDPs and HR issues.
Take ownership of escalated customer cases demonstrating excellent complaint management skills. Balance customer and business needs to reach mutually agreeable conclusions.
Develop a Training Needs Analysis (TNA) for the CS Execs so that training needs can be met with relevant training.
Manage the day-to-day workflow to effectively acknowledge a customer’s issue within 2 hours of a ticket being raised.
Organise resource to effectively action all tickets queued daily: 100% within agreed hours.
Answer 95% of all incoming calls on a weekly basis, and 80% of all calls within 20 seconds.
Be responsible for achieving the cinch Service Delivery key performance indicators (that may change throughout the year).
Coach and empower colleagues to make decisions first time to delight customers and reduce downtime/case length.
Ensure all colleagues have monthly 1-2-1s, and a development plan linked to training needs.
Follow all processes and procedures in place within the cinch customer service department and deliver against the objectives set out for the role.
Measure, monitor, and provide feedback on the quality assurance measures for Customer Service Executives.
Additional Duties:
Deputise for the Service Delivery Manager when required.
Complete any ad hoc projects assigned.
Birmingham Business Park
Monday - Friday - £32954
Purpose of Job:
To lead, manage and motivate a team of Customer Service Executives. To be the senior point of escalation for the Senior CS Executives. To provide coaching and development through regular reviews to maintain a consistently excellent customer experience. To manage the day-to-day workflow effectively to maximise the resource to achieve key KPIs. To be a great team player willing to support the wider team to achieve the business objectives.
Reporting to: Service Delivery Manager
Responsibilities
Core Duties:
Lead and coach a team of CS Executives in line with agreed cinch HR & Operational processes, including 1-1s, PDPs and HR issues.
Take ownership of escalated customer cases demonstrating excellent complaint management skills. Balance customer and business needs to reach mutually agreeable conclusions.
Develop a Training Needs Analysis (TNA) for the CS Execs so that training needs can be met with relevant training.
Manage the day-to-day workflow to effectively acknowledge a customer’s issue within 2 hours of a ticket being raised.
Organise resource to effectively action all tickets queued daily: 100% within agreed hours.
Answer 95% of all incoming calls on a weekly basis, and 80% of all calls within 20 seconds.
Be responsible for achieving the cinch Service Delivery key performance indicators (that may change throughout the year).
Coach and empower colleagues to make decisions first time to delight customers and reduce downtime/case length.
Ensure all colleagues have monthly 1-2-1s, and a development plan linked to training needs.
Follow all processes and procedures in place within the cinch customer service department and deliver against the objectives set out for the role.
Measure, monitor, and provide feedback on the quality assurance measures for Customer Service Executives.
Additional Duties:
Deputise for the Service Delivery Manager when required.
Complete any ad hoc projects assigned.