Full job descriptionHandle Recruitment is supporting the search for a Customer Service & Operations Team Leader to join a purpose-driven, not-for-profit music organisation. We are seeking an experienced Customer Service Team Leader to lead a team of 12-15 advisers.
This is an opportunity to make a meaningful impact on the member experience, developing a high-performing team while delivering excellent service, strong operational results and continuous improvement.


Key Responsibilities
*Lead, motivate and develop a team of Customer Service Advisers, fostering a positive, inclusive and accountable culture.

*Manage daily operations, service levels, workloads and resources to meet customer demand and performance targets.

*Monitor KPIs, service quality and member satisfaction, using data and management information to drive decisions and improve outcomes.

*Coach colleagues, manage individual and team performance, and support ongoing development and well-being.

*Handle complex member enquiries and escalations, ensuring fair and appropriate outcomes.

*Use CRM platforms, customer service systems, reporting dashboards and workforce management tools to monitor performance, identify trends and optimise service delivery.

*Lead team briefings, and implement process and technology-led improvements.

*Build effective stakeholder relationships to enhance service delivery and operational effectiveness.



The Person
You will have proven experience leading a customer service or contact centre team, with at least six direct reports and a strong track record of delivering results through effective people management, coaching and resource planning.
You will bring:
*Strong digital and technical capability, including experience using CRM and customer service platforms, reporting dashboards and operational systems.

*Confidence interpreting KPIs and performance data to identify trends, improve processes and support evidence-based decision-making.

*Experience managing performance, coaching colleagues and addressing under performance constructively.

*Excellent communication, stakeholder management and problem-solving skills.

*A resilient, collaborative and solutions-focused approach, with a commitment to continuous improvement.

Experience within a not-for-profit, membership-based or purpose-led organisation is advantageous but not essential. Relevant leadership or customer service qualifications are desirable.
If you are an experienced customer service team leader looking to make a difference, we welcome a conversation. Further details will be shared with suitable candidates at the appropriate stage.

Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.