Customer Services Team Leader

Customer Services Team Leader

Location:

Poole
Salary:
Up to £36,000 DOE
Job Type: Permanent, Full Time

Hours:

40 hours per week

Are you an experienced customer service professional with strong leadership skills?

Team Jobs is recruiting for a Customer Services Team Leader to join a busy and fast-paced business based in Poole. This is an excellent opportunity for someone who thrives in a customer-focused environment, enjoys leading a team, and is passionate about delivering exceptional service.

The Role

As Customer Services Team Leader, you will oversee a team of Customer Experience Associates, ensuring customers receive a first-class experience across both phone and email communications. You will be responsible for driving performance, maintaining service standards, supporting projects, and ensuring operational processes run smoothly.

Key responsibilities include:

Leading, motivating and developing the Customer Services team
Ensuring all customer enquiries are handled professionally and efficiently
Managing incoming telephone and email communications
Supporting customer account management and query resolution
Processing orders received through online platforms, email and customer portals
Maintaining accurate records across CRM and ERP systems
Monitoring team performance against service level agreements and KPIs
Managing internal projects and driving process improvements
Coordinating the setup of new customer requirements and product information
Producing accurate documentation and commercial invoices
Working closely with internal departments to ensure excellent customer outcomes

What We're Looking For

The successful candidate will have:

Previous experience in a Customer Service Team Leader or Supervisory role
Strong customer service and account management skills
Excellent communication skills, both written and verbal
Experience managing KPIs and driving team performance
Strong organisational and project management abilities
High attention to detail and accuracy
Confident IT skills, including CRM systems and Microsoft Excel
The ability to prioritise workloads and manage multiple tasks simultaneously
A proactive, solutions-focused approach
A positive and supportive leadership style

About You

You'll be someone who genuinely enjoys helping customers and supporting your team to succeed. You'll be calm under pressure, highly organised, and able to balance competing priorities while maintaining excellent service standards. A natural problem-solver, you'll take ownership of challenges, drive continuous improvement, and lead by example every day.

If you're looking for your next leadership opportunity within customer services, we'd love to hear from you.

TJCOM