Customer Services Team Leader
Listed on 2026-10-07
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Customer Service/HelpDesk
Client Relationship Management, Customer Success Management -
Management
Client Relationship Management
Pyramid8 are supporting a fast growing business who looking for an experienced Customer Service Team Leader to lead and develop a busy Customer Service team, ensuring customers receive a consistently high standard of service.
You’ll be responsible for team performance, coaching, customer escalations and day-to-day operations, while identifying opportunities to improve processes, service quality and customer experience. Managing a team of 8 initially you will help the business to grow and develop the team.
The Role- Lead, motivate and develop a team of Customer Service Advisors.
- Manage daily workloads, performance, KPIs and service levels.
- Work with external business stakeholders and organisations in regards to SLA's
- Coach team members through regular 1:1s, feedback and training.
- Take ownership of complex customer queries, complaints and escalations.
- Monitor quality and drive improvements in customer satisfaction.
- Work closely with Operations, Sales, Finance and Technology to resolve issues and improve processes.
- Support recruitment, onboarding and ongoing team development.
- Maintain high standards of GDPR, Health & Safety and office compliance.
- Support projects, reporting, payroll information and general office operations.
You’ll be a confident and organised people manager with experience leading a customer service, contact centre or similar team.
Ideally you will Experience in a regulated or evidence-led environment (e.g., financial services, utilities, security, recovery/collections, insurance).
You’ll bring:- Proven team leadership and coaching experience.
- Strong customer service and complaint-handling skills.
- Confidence managing KPIs and performance.
- Excellent communication and problem-solving skills.
- A proactive, process-driven approach.
- Strong IT and Microsoft Office skills, particularly Excel.
- Excellent organisation and attention to detail.
- A positive, professional and customer-focused attitude.
This is a fantastic opportunity for a hands‑on manager who enjoys developing people, improving processes and making a real impact on customer experience
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