Customer Service Team Leader

Customer Service Team Leader

Full-time Monday - Friday 9am - 5pm

We are looking for an experienced and motivated Customer Service Team Leader to lead a high-performing contact centre team, delivering excellent multi-channel support and ensuring a positive customer experience at every touchpoint.

The Role

You will be responsible for leading, coaching, and developing a team of Customer Service Advisors, ensuring enquiries and complaints are handled effectively and resolved at first point of contact wherever possible. You’ll play a key role in driving performance, improving service delivery, and supporting your team through change.

Key Responsibilities

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• Lead, motivate, and develop a team to deliver outstanding customer service
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• Monitor performance, providing regular feedback, coaching, and support
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• Manage escalated or complex customer enquiries and complaints
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• Ensure effective first-contact resolution and high-quality customer outcomes
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• Allocate resources and manage workloads to meet service levels
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• Monitor call volumes and staffing to maintain performance standards
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• Drive continuous improvement using service data and customer insight
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• Ensure accurate use of CRM, telephony, and digital systems
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• Maintain clear, accurate customer records and reporting
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• Support delivery of projects and organisational change initiatives
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Skills & Experience Required

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• Proven experience leading teams in a contact centre or customer service environment
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• Strong background in handling complaints and complex customer issues
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• Experience working with call centre systems and Microsoft 365
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• Ability to coach, motivate, and develop team members
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• Strong data interpretation skills, using insights to improve service delivery
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• Confident supporting vulnerable or sensitive customer situations with empathy and professionalism
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• Good understanding of customer experience principles and first-contact resolution
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• Knowledge of data protection (GDPR) and its application in customer service environments
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Desirable Knowledge

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• Understanding of housing or regulated environments
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• Awareness of service frameworks, compliance, and best practice standards
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About You

You are a confident and people-focused leader who thrives in a fast-paced environment. You bring a balance of empathy and performance focus, with the ability to inspire your team while delivering measurable improvements in service quality and customer satisfaction.