Full job descriptionCustomer 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
*Lead, motivate, and develop a team to deliver outstanding customer service
*Monitor performance, providing regular feedback, coaching, and support
*Manage escalated or complex customer enquiries and complaints
*Ensure effective first-contact resolution and high-quality customer outcomes
*Allocate resources and manage workloads to meet service levels
*Monitor call volumes and staffing to maintain performance standards
*Drive continuous improvement using service data and customer insight
*Ensure accurate use of CRM, telephony, and digital systems
*Maintain clear, accurate customer records and reporting
*Support delivery of projects and organisational change initiatives
Skills & Experience Required
*Proven experience leading teams in a contact centre or customer service environment
*Strong background in handling complaints and complex customer issues
*Experience working with call centre systems and Microsoft 365
*Ability to coach, motivate, and develop team members
*Strong data interpretation skills, using insights to improve service delivery
*Confident supporting vulnerable or sensitive customer situations with empathy and professionalism
*Good understanding of customer experience principles and first-contact resolution
*Knowledge of data protection (GDPR) and its application in customer service environments
Desirable Knowledge
*Understanding of housing or regulated environments
*Awareness of service frameworks, compliance, and best practice standards
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.