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North West

Customer Support Team Leader

Apply now Job no: 523816
Work type: Full time
Site: Congleton
Categories: Customer Support
Location: Cheshire

As our Customer Support Team Leader for Halfords Mobile Expert you'll lead, coach and develop a team of Customer Support advisors, maintaining performance with the Halfords values in mind.  Act as a point of contact for advisors dealing with customer concerns and enquiries, providing support and advice, and dealing with escalations.

Key Responsibilities

  • Responsible for a team of colleagues, ensuring they receive regular 1-2-1 meetings and performance reviews. Encourage and support individual development.
  • Proactively monitor workflow across the department, ensuring service standards, productivity targets and KPIs are achieved daily.
  • Deal with all daily enquiries and/or complaints generated by customers & stores through all channels in a professional and timely manner, actively reducing escalations through real time coaching and development.
  • Promote the Halfords Values as a culture across the department.
  • Ensure that all relevant information is cascaded to the team and regular team meetings are held.
  • Assist with the recruitment, induction process and training of new colleagues.
  • Ensure housekeeping and colleague uniform standards within the team are always adhered to.
  • Through engagement activities and regular communication, ensure the morale of your team is consistently good.
  • Provide cover/support for other Team leaders during periods of absence.

Key Skills/Experience

  • Hold a basic understanding of current Consumer Legislation.
  • Be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful, and calm always.
  • Able to lead, motivate and work effectively as part of a team.
  • Excellent administrative skills with the ability to prioritise your workload effectively with pace and urgency.
  • Expert organisational skills to enable you to manage many varied tasks.
  • A passion for self-development to ensure you and your teams’ progression and development.
  • Strong communication & influencing skills.
  • Some experience in presenting and public speaking.
  • ‘Day to Day’ management of a team, including coaching and developing people through 1-2-1 meetings, call reviewing & appraisals.
  • Computer literate, with experience of CRM systems. 
  • Advantage: previous experience in managing a call centre team.
  • Advantage: hold an excellent knowledge of Halfords systems and processes.

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