Customer Service Team Leader

Team Leader
- Customer Contact Are you a passionate people leader with a strong customer service background? Do you thrive in a fast-paced environment where delivering exceptional customer experiences is at the heart of everything you do? We're looking for an enthusiastic and customer-focused Team Leader
- Customer Contact to lead a front-line customer service team responsible for being the first point of contact for customers. This is a fantastic opportunity to influence service delivery, develop a high-performing team, and make a real difference to the customer experience.

The Role As Team Leader, you'll oversee the day-to-day operations of a busy customer contact function, ensuring customers receive a professional, responsive, and high-quality service through both telephone and face-to-face interactions. You'll coach, motivate, and support your team whilst driving continuous improvements in service standards and customer satisfaction.

Key Responsibilities Lead, motivate and develop a team of Customer Contact Advisors to deliver outstanding customer service. Support the resolution of customer enquiries and complaints through an empathetic and solutions-focused approach. Act as an escalation point for complex customer issues. Work closely with management to identify training needs, development opportunities, and process improvements. Ensure adequate team coverage across operating hours, including managing absence and annual leave.

Deliver induction and ongoing training for new and existing team members. Monitor performance through regular one-to-ones, coaching sessions, and performance reviews. Ensure customer interactions, service requests, complaints, and repairs are accurately recorded and managed within agreed timescales. Promote a collaborative, inclusive, and customer-first culture across the team. Contribute to service improvement initiatives, projects, and departmental objectives. About You We're looking for a proactive leader who can inspire others whilst maintaining a strong focus on delivering excellent customer outcomes.

Essential Requirements Proven experience of leading, managing, and motivating a team. Strong customer service experience, including handling customer enquiries and complaints. Excellent communication skills, both verbal and written. Ability to manage competing priorities and perform well under pressure. Strong organisational skills and attention to detail. Confident using Microsoft Office and customer management systems. GCSE (or equivalent) Maths and English.

Desirable Experience within a contact centre or a similar service-led environment. Experience producing reports and analysing performance information. What's on Offer? A rewarding leadership role with genuine impact on customer experience. Supportive and collaborative working culture. Opportunities for professional development and career progression. The chance to shape service delivery and contribute to continuous improvement initiatives. A varied role where no two days are the same.

If you're passionate about customer service and leadership and are looking for your next challenge, we'd love to hear from you.