Deputy Team Lead, Customer Services

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Role Purpose

The Deputy Team Leader supports the Team Leader in managing daily operations, driving team performance, and ensuring delivery of exceptional customer service. This role serves as a bridge between frontline agents and management—providing coaching, handling escalations, and stepping in as acting Team Leader when required.

Key Responsibilities

1. Team Support & Leadership

• Assist the Team Leader in supervising day-to-day operations, ensuring service levels and KPIs are met.
• Act as first point of contact for agent queries and escalations, providing timely resolutions.
• Step in to lead the team during the Team Leader’s absence.

2. Performance Management

• Monitor agent productivity, quality, and adherence to processes.
• Provide constructive feedback and coaching in collaboration with the Team Leader.
• Support performance reviews by sharing insights on individual contributions and development needs.

3. Process & Quality

• Ensure team compliance with standard operating procedures and company policies.
• Identify process gaps or inefficiencies and recommend improvements.
• Contribute to audits, quality checks, and reporting.

4. Customer Focus

• Handle complex or high-priority customer queries with professionalism and empathy.
• Support the team in balancing speed, accuracy, and customer satisfaction.

5. Training & Development

• Assist with onboarding and training new team members.
• Support ongoing upskilling initiatives to strengthen team capability.

6. Collaboration & Communication

• Act as a liaison between the team and cross-functional stakeholders (Sales, Operations, Finance, etc.).
• Share regular updates, issues, and progress with the Team Leader and Manager.

Key Skills & Competencies

• Strong communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Ability to motivate, coach, and support team members.
• Analytical mindset with attention to detail.
• Adaptability and willingness to step up in a leadership capacity.
• Customer-first approach.

Qualifications & Experience

• Bachelor’s degree or equivalent preferred.
• 3–5 years’ experience in customer service or related field.
• Prior experience in a senior agent or mentoring/coaching role is an advantage.
• Familiarity with CRM systems, reporting tools, and service metrics.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.