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Customer Service Team Leader - "rest Of The World"

Company: City & Guilds    Location: Wakefield
In this role youll be responsible for the day-to-day activities of a team of Customer Services Advisors, specifically those looking after our rest of the world customers. Youll develop strong relationships with your team and ensure it delivers an excellent customer experience with every interaction. Youll provide direction, instructions, guidance and support to your Customer Service Advisors.

Business Unit

City & Guilds




circa 24,700

Type of role


Full-time or part-time



UK - Wakefield

Closing date


Vacancy ref



Role profile
(Word , 168.02kb)

As a role model of adaptability, change and flexibility you will:

Demonstrate inspirational leadership

Manage resources to support the increasing expectations of our oversea customers

Be the go to person for your team, providing all necessary support to advisors

Ensure your team has up to date information, identifying any training that colleagues need

Manage your team against objectives, SLAs and KPIs

Maintain and exceed service standards

Monitor team participation and quality

Identify and implement customer service best practice

Share your knowledge effectively.

About You

We cant live without

The ability to effectively manage, motivate, and inspire your team

A passion for developing others

Experience of working in a busy contact / customer service centre

High level of attention to detail

Exceptional written and verbal communication skills

A passion for delivering great customer service.

We would love you to have

A passion for your own personal development

Experience of working with overseas customers

A comprehensive understanding of HR policies, procedures and people management

Experience of using different CRM systems.

Our Story & Mission

The City & Guilds Group is a global leader in skills development. Our purpose is the same as it has always been, to enable people and organisations to develop their skills for personal and economic growth. What we do is about more than skills, or qualifications, or jobs. Backed by a Royal Charter, we have more than 135 years of experience in making sure that people can contribute to successful businesses and thriving economies. Made up of City & Guilds, ILM, Kineo, DigitalMe, The Oxford Group and e3Learning we work with education providers, businesses and governments in over 80 countries, to provide work-relevant education and training in 26 industries.

At The City & Guilds Group our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, and therefore work in a very flexible way to accommodate everyone.

What we Offer

These are fantastic opportunities where, if you already have customer service experience you can develop your career, or if you are new to this role, with our full and comprehensive training programme, you can embark on something different and exciting!

Youll be based in our offices on the outskirts of Wakefield, just off junction 41 of the M1. Offering the opportunity to work in a large, fast-paced, engaging environment with opportunities to develop your existing skills and explore new ones. Working for us means working for an innovative, purpose-leading organisation.

Youll be entitled to an excellent Total Reward Package which typically includes a great base salary, 25 days holiday plus additional shut down over the Christmas period, a defined pension scheme, life assurance, and much more!


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