You are applying for Customer Service Team Leader

This role is to lead and support a team within Customer Service to deliver exceptional service to our customers. The Team Leader will ensure that service standards are met, operations are efficient and accurate, team performance is optimised, and customer satisfaction is consistently high.

Key Responsibilities

• Lead by example, motivate, and develop a team within Customer Service to consistently achieve SLAs and department KPIs.
• Take ownership of and actively contribute to the completion of daily tasks and operational responsibilities.
• Monitor daily performance, provide coaching and feedback, and conduct regular one-to-ones.
• Conduct appraisals for your team and ensure any training needs are identified and resolved.
• Handle escalated customer queries and complaints professionally and efficiently.
• Ensure the team adheres to company policies, procedures, and service standards.
• Collaborate with other departments to resolve customer or operational issues and improve service delivery.
• Lead on recruitment, onboarding, and training of new team members.
• Produce reports as required to support business needs and decision-making.
• Analyse customer trends and workload patterns, providing clear and actionable insights to relevant stakeholders.
• Drive continuous improvement initiatives within the team.
• Maintain a positive and inclusive team culture.
• Undertake investigations/people management processes as required.
• Provide cover for other Team Leaders during periods of absence, ensuring continuity of leadership, decision-making, and team support.
• Undertake any other duties that are commensurate with the role, as reasonably required to support the team and business objectives.

Essential Knowledge, Experience and Skills

• Proven experience in a customer service/administrative environment.
• Previous experience in a supervisory or team leader role.
• Strong communication and interpersonal skills.
• Ability to motivate and inspire others.
• Excellent problem-solving and decision-making abilities.
• Proficient in using customer service systems and Microsoft Office.
• Ability to plan, co-ordinate and monitor workstreams to ensure tasks are completed.
• Be calm and professional at all times.

Desirable knowledge, experience and skills

• Understanding of HR policies and procedures
• Understanding of data analysis and reporting tools

Education and Qualifications

• A minimum of GCSE Mathematics/English Language (or equivalent) at Grade C/4 or above is required to support analytical and reporting responsibilities.