Customer Services Team Leader

Are you the kind of leader who can keep a team motivated, performance high, and customers happy - even when the pressure is on?

This is an opportunity for a hands-on leader who enjoys being in the thick of a fast-paced operation - coaching people, driving standards, solving problems in real time, and leading from the front when it matters most.

As Customer Services Team Leader, you'll lead and support a team of Customer Service Advisors across a busy multi-channel environment, ensuring service delivery, quality, compliance, and customer experience remain consistently high.

This role combines people leadership with operational responsibility - ideal for someone who enjoys coaching teams, improving performance, and making quick, confident decisions in a live operational setting.

You'll play a key role in shaping culture, embedding best practice, and helping create a high-performing and collaborative customer service environment.

Day to Day

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• Lead day-to-day operations for your team, ensuring service levels and customer outcomes are achieved
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• Coach, support, and develop Customer Service Advisors through regular 1:1s and performance management
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• Monitor workload, demand, and capacity, making real-time operational decisions
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• Support live customer interactions during peak demand periods when required
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• Manage performance, quality, attendance, and conduct consistently and fairly
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• Handle escalated customer queries, complaints, and risk-based decisions professionally
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• Complete quality reviews and support calibration activities across the operation
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• Identify trends and opportunities for continuous improvement using operational data and customer feedback
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• Support onboarding, training, and embedding of new processes and operational changes
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• Work collaboratively with Compliance, QA, Training, and wider Operations teams
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YOU?

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• Previous experience leading or supervising teams within a fast-paced customer service environment
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• Strong understanding of service delivery, operational KPIs, and quality standards
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• Excellent communication and coaching skills
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• Ability to manage difficult conversations and complex customer situations confidently
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• Strong organisational skills and the ability to prioritise under pressure
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• Comfortable working across multiple systems and operational tools
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• Positive, resilient, and accountable leadership style
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• Experience within betting/gaming, financial services, retail, utilities, or another regulated environment would be beneficial
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Additional Information

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• Fully on-site role based in Birchwood
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• Two-week structured onboarding programme (Monday-Friday, 9am-5pm)
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• Shift-based rota across a seven-day operation
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• Working hours cover 06:45-22:00 on an 8-week rolling rota (5 days from 7)
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If you're a people-first operational leader who enjoys fast-moving environments and wants to make a genuine impact, I'd be keen to speak with you.

51707CCR

INDFIR

The Portfolio Group are acting on behalf of our client in recruiting for this position.