Customer Service Team Leader

Customer Service Team Leader

Uxbridge / Hybrid

£38k to £42k (salary negotiable depending on experience)

An exciting opportunity has arisen for an experienced customer service professional to lead a high‑performing support team. This role will suit someone who is passionate about delivering outstanding customer experiences, developing people, and driving operational improvements.

You will play a key role in ensuring customers receive efficient and effective support while creating an environment where team members can thrive and achieve their full potential.

• Act as a senior point of contact for customer enquiries, ensuring issues are resolved efficiently and professionally.
• Handle complex customer cases and escalations, delivering positive outcomes.
• Monitor customer feedback and identify opportunities to enhance service standards.
• Promote a customer‑first culture, ensuring quality and consistency across all interactions.
• Provide hands‑on support with customer enquiries during busy periods when required.

• Lead, motivate, and develop a team of Customer Service Advisors.
• Conduct regular coaching sessions, one‑to‑ones, and performance reviews.
• Support team development through ongoing feedback and training.
• Manage workloads and resources to ensure service levels are maintained.
• Foster a positive and collaborative team environment.

• Oversee customer service operations across multiple communication channels.
• Monitor performance metrics and identify areas for improvement.
• Work closely with internal teams to resolve issues and improve processes.
• Support the implementation of new systems, procedures, and service initiatives.
• Drive continuous improvement to enhance efficiency and customer satisfaction.