Customer Service Team Leader

Overview

Full-Time | 37.5 Hours Per Week | Monday-Friday | Office Based

Up to £35,000 (depending on experience)

Are you an experienced Customer Service Team Leader looking for your next challenge? We’re recruiting on behalf of a growing, forward-thinking business that truly puts its people first. This is an exciting opportunity to lead a dedicated customer service team within a supportive and collaborative contact centre environment, where you’ll play a key role in delivering an exceptional customer experience. If you’re passionate about coaching others, driving performance, and creating a positive team culture, we’d love to hear from you.

Responsibilities

• Leading, motivating and developing a team of Customer Service Advisors.
• Conducting regular 1-2-1s, coaching sessions and performance reviews.
• Monitoring KPIs, service levels and quality standards to ensure targets are achieved.
• Supporting the onboarding, training and ongoing development of new and existing team members.
• Handling escalated customer queries and ensuring issues are resolved professionally and efficiently.
• Driving employee engagement and creating a positive, high-performing team culture.
• Identifying process improvements to enhance both the customer journey and operational efficiency.
• Working closely with management to deliver business objectives and continuous improvement initiatives.

Qualifications

• Previous experience as a Customer Service Team Leader, Contact Centre Team Leader, Call Centre Team Leader, or similar supervisory role.
• A strong background within a customer service or contact centre environment.
• Proven experience coaching, mentoring and developing high-performing teams.
• Excellent communication and interpersonal skills.
• Experience managing KPIs, quality standards and service performance.
• The ability to remain calm under pressure and confidently handle escalated customer issues.
• A proactive, organised and solutions-focused approach.
• A genuine passion for delivering exceptional customer service.

Benefits

• Competitive salary of up to £35,000 (depending on experience).
• Monday-Friday working hours with a great work-life balance.
• A supportive leadership team that invests in your development.
• Genuine opportunities for career progression.
• A collaborative and inclusive working environment.
• The chance to make a real impact within a growing and successful business.

#J-18808-Ljbffr…