Job Description

Customer Service Team Lead

Location: Newcastle Upon Tyne

Duration: Permanent

Working Hours and location: 7.5 hours productive in an 8.5 hour working day. Flexibility required on shift patterns from 8am until late evening over a 37.5 hours working week. Weekend and Bank Holiday shifts will also be required on a rotational basis.

hybrid model of home and office (NE27) working dependent on business needs

We are looking for someone who is passionate about people development to lead a team of Customer Care professionals with the aim of driving performance to meet business objectives and exceed client expectations. The Team Lead will also be the main point of contact for the client and customer escalation therefore outstanding communication skills is essential.

Responsibilities Include:

  • Guide the team to achieve objectives and support the growth of the product

  • Support a customer focused culture and drive a “right first-time” approach

  • Equip and prepare your team to deliver a second to none customer experience and drive sales performance

  • Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions

  • Attend management / stakeholder meetings and appropriately deliver insights / information

  • Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves

  • Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements

  • Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability

  • Performance management:  career counselling, coaching, performance development, 1:1's, mentoring

  • Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements

  • Identify and implement best practice opportunities

  • Provide support in resolving complex and/or escalated queries or complaints

  • Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes

  • Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation

  • Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures

  • Promote a transparent culture where customers’ expectations are exceeded

  • Live by and demonstrate the clients core values and be an advocate of our organisation

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  • Considerable people management experience in a contact centre environment

  • Familiarity with telecoms and broadband products would be beneficial

  • Strong interpersonal skills

  • Ability to work on own initiative while in a team environment

  • Excellent organizational & time management abilities

  • Analytical approach to problem solving

  • Ability to establish and maintain key relationships across both Accenture and the Client’s organization

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 569,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

What people are saying about us

"Love love love!

Current Employee - Analyst in London, England.

Pros: Fantastic culture, amazing flexibility, good rewards, varied work/projects, lots of extra-curricular activities/group.

Cons: Salaries competitive but not market leading, work life balance can be questionable at times.

More Accenture UK Ratings and Reviews

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