Customer Service Team Leader

## Customer Service Team Leader Apply locations:
Perth, Perth and Kinross, United Kingdom time type:
Full time posted on:
Posted Todayjob requisition :
JR13053
** Salary**£34056
** Job Purpose
** We’re looking for a passionate and experienced people leader to guide, support and inspire a team of around 14 Customer Engagement  this role, you’ll be at the heart of how we deliver brilliant customer experiences r team will be speaking to customers every day across phone, email, SMS and social media – helping people get the support they need, when they need it.

Your leadership will set the tone. You’ll create an environment where your team feels supported, trusted and motivated to deliver exceptional service – treating every customer as an individual and aiming to resolve queries right first time.

This is a hands-on leadership role where you’ll combine coaching, performance management, and operational oversight with genuine care for your people and customers.

We’re looking for someone with proven experience leading teams in a contact centre or fast-paced customer service environment, who knows what “good” looks like – and is driven to make it even better.
** What you’ll be doing
** As a Team Leader, you’ll play a key role in shaping both the customer experience and the team culture. You’ll:

Lead and inspire your team
* Lead a team of Customer Engagement Advisors to deliver consistently brilliant customer outcomes
* Create a positive, inclusive and high-energy environment where people can do their best work
* Be a visible, supportive leader who motivates through coaching, feedback and recognition

Build a high-performing culture
* Set clear expectations and help your team understand how their work makes a difference
* Use 1:1s, coaching and informal conversations to support development and performance
* Confidently manage both high performance and underperformance in a fair and supportive way
* Recognise and celebrate great work and positive behaviours

Deliver excellent customer outcomes
* Ensure your team delivers strong performance across all channels – voice and digital
* Support first-time resolution and continuous improvement in customer experience
* Use quality monitoring and case reviews to improve standards and consistency

Drive insight and improvement
* Work closely with regional operational teams to resolve issues and improve outcomes
* Identify trends and recurring customer issues and share insights with senior leaders
* Contribute to wider service improvements that make things easier for future customers

Be a key part of the wider business
* Build strong working relationships across operations, support teams and stakeholders
* Contribute to engagement initiatives and site projects
* Help embed a culture of continuous improvement and shared ownership
** Working pattern
*** 37.5 hours per week
* Shift-based rota covering 08:00 – 18:00, Monday to Sunday (5 days out of 7 on a 5-week rotating pattern)
* Shifts are provided in advance
* Some flexibility may be required depending on business needs (within working time regulations)
** What we’re looking for
** We’re particularly interested in people who bring real leadership experience and a strong track record of developing teams in a contact centre or customer service environment.
** Essential experience & skills
*** Proven experience leading teams in a contact centre or multi-channel customer service environment
* Strong understanding of contact centre KPIs and performance management
* Experience coaching, developing and motivating teams to achieve high performance
* Confident managing both informal coaching and formal performance processes
* Strong absence and conduct management skills
* Ability to work across multiple channels (voice and digital) in a fast-paced environment
** Leadership qualities we value
*** A genuine passion for leading and developing people
* Strong communication skills – able to influence, engage and inspire
* A clear understanding of what makes a high-performing team
* Confidence in handling difficult conversations with fairness and integrity
* A proactive, solutions-focused mindset
* Commitment to creating a positive, respectful and inclusive team culture
** Nice to…