Customer Service Team Leader

Are you an experienced people leader with a passion for delivering outstanding service? We’re recruiting on behalf of a thriving business that’s looking for a Senior Customer Service Team Leader to join their fast-paced and friendly team.

In this role, you’ll play a key part in the day-to-day running of the customer service department — leading from the front, coaching your team to success, and helping shape an exceptional customer journey.

To be considered for the role, you’ll require the following essentials:

• Previous experience in a senior or supervisory role within customer service
• Strong leadership skills with the ability to inspire and motivate others
• Excellent communication, problem-solving, and conflict resolution abilities
• Experience using customer service systems, CRM tools, and performance reporting platforms
• Highly organised and detail-focused, with the ability to manage a busy workload
• A proactive, hands-on approach with a strong focus on outcomes and improvement
• Passionate about delivering great customer experiences and developing high-performing teams

Within this position, you’ll also be:

• Leading the daily operations of the Customer Services team to meet and exceed service standards
• Supporting and motivating the team to ensure high performance, engagement, and professional development
• Managing escalated customer queries and complex issues with empathy and professionalism
• Monitoring performance metrics and KPIs, identifying opportunities for improvement
• Championing a culture of continuous improvement and customer-first thinking
• Assisting in the training, onboarding, and upskilling of team members
• Working cross-functionally with other departments to streamline service and resolve issues
• Holding regular team meetings, 1:1s, and coaching sessions to support development
• Ensuring compliance with internal policies and service guidelines
• Analysing customer feedback and identifying ways to enhance the customer experience

Salary & Working Hours

• Starting salary of £28,000+ per year (DOE)
• Working hours 8:30am-5pm or 9am-5:30pm
• Bonus scheme
• Opportunities for career progression and internal development
• A welcoming and team-oriented workplace culture
• Casual dress and relaxed office environment
• On-site parking
• Health and wellbeing initiatives
• Company socials and staff recognition events
• Company pension
• Referral programme
• Onsite canteen

Talk Staff Recruitment is an established division of Talk Staff Group and works with companies throughout the East Midlands and UK with roles including many areas such as: Accountancy & Finance, Human Resources, Marketing, Contact Centre and Office Support.

Talk Staff Recruitment act as an Recruitment Business in relation to this vacancy.

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