Customer Service Team Leader

Customer Service Team Leader

As a Customer Service Team Leader, you will be responsible for managing a team of 8-10 colleagues, ensuring all complaints are handled fairly, efficiently, and in line with company policies and regulatory requirements. You will play a key role in client onboarding, continuous improvement initiatives, and supporting the wider business with complaint resolution.

Your leadership will be crucial in coaching, developing, and motivating your team, while also managing employee relations matters, including disciplinaries, investigations, return-to-work processes, sickness, and lateness management. You will be expected to set high standards, communicate expectations clearly, and confidently address any inappropriate professional conduct.

Key Responsibilities:

• Lead, support, and develop a team of 8-10 colleagues
• Set clear expectations and standards to maintain a high-performing team
• Conduct investigations, disciplinaries, return-to-work meetings, and absence management
• Work collaboratively with internal departments to resolve customer concerns
• Provide strong leadership, performance coaching, and feedback to enhance team efficiency
• Ensure compliance with company policies and industry regulations
• Confidently address and challenge inappropriate professional conduct to maintain a positive workplace culture

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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
PS 14814