Customer Service Team Leader

Job Title: Customer Service Team Leader
Location: Coventry, CV6 (Fully Onsite)
Contract Length: 3 Months
Pay Rate: £13.33 per hour
Hours: 37.5 hours per week
Core

Hours:

9:00am - 5:00pm (30-minute unpaid break + paid 15-minute AM & PM breaks)

We are seeking an experienced Customer Service Team Leader to support workflow management and supervise staff within a busy records management operation.

You will play a key role in managing throughput, ensuring best practices are followed, and utilising available technologies to deliver excellent customer service and operational efficiency. You will also work closely with the wider management team to support operational staff and external stakeholders.

• Leading and supervising the customer service and administration team on a daily basis

• Allocating team resources to meet SLA requirements and performance targets

• Monitoring team performance through KPIs and driving continuous improvement

• Training and mentoring team members to develop skills and maintain engagement

• Identifying and implementing process improvements to enhance efficiency and accuracy

• Collaborating with internal teams to resolve operational issues

• Ensuring compliance with health & safety procedures and company policies

• Overseeing safe and appropriate use of equipment

• Providing regular updates and performance reports to management

• Previous experience in an administration and/or customer service role

• Proven supervisory or team leadership experience

• Strong organisational and problem-solving skills

• Good working knowledge of Microsoft Office, particularly Excel

• Ability to work under pressure and meet deadlines

• Flexible, adaptable, and comfortable in a fast-paced environment

If you are an organised and proactive team leader looking for your next opportunity, we would love to hear from you.

Guidant, Carbon
60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.