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