Customer Service & Admin Team Leader

Contract: Temp to Perm
Hours: Monday–Friday, 5:00pm–1:30am, with 1 in 3 weekends

We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.

This is an excellent opportunity for an experienced contact centre or customer service professional who is ready to take the next step in their career and lead a frontline team.

The Role

As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.

You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.

Key Responsibilities

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Lead and coordinate the daily operations of the Customer Service & Admin team.

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Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.

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Coach, develop and motivate team members to reach their full potential.

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Conduct performance reviews, development plans and regular 1-to-1s.

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Support the recruitment and onboarding of new team members.

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Ensure new employees receive appropriate training and ongoing development.

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Handle customer complaints and ensure issues are resolved promptly.

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Monitor workloads, backlogs and service levels to ensure deadlines are met.

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Identify opportunities to improve customer experience and operational processes.

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Ensure company policies, procedures and processes are followed.

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Deal with day-to-day operational issues and escalate more complex matters where appropriate.

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Promote a positive, collaborative and customer-focused working environment.

About You

The successful candidate will have:

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Previous team management or supervisory experience within a busy contact centre environment – essential.

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Experience managing day-to-day customer service operations.

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Strong people management, coaching and development skills.

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Experience working to KPIs and SLAs.

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Excellent customer service and complaint-handling skills.

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Strong communication and problem-solving abilities.

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A well-organised approach with excellent attention to detail.

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Experience with SAP, CRM or Salesforce would be advantageous.

What's on Offer?

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Salary of up to £35,000 once permanent, depending on experience

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Quarterly bonus of approximately 6% of annual salary once permanent

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25 days' holiday

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Company pension scheme, life assurance

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Employee Assistance Programme

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Cycle to Work Scheme

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Employee discounts

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Training and development opportunities

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Hybrid working available

If you're an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we'd love to hear from you
Only candidates based in UK and eligible to work in UK are allowed