Customer Service Team Leader

Customer Service Team Leader

?? Location: Cardiff City Centre | ?? Full-Time, Permanent | ??Salary £30-£32,000

Yolk Recruitment is working with an award winning and client-focused legal firm in Cardiff, who are on the lookout for a motivated and customer-centric Team Leader to manage the Client Onboarding Team.

You'll be at the forefront of our client journey, helping shape the first impression and ensuring a smooth, professional experience from the initial quote to onboarding. This is a fantastic opportunity for someone with a proven leadership background, strong sales acumen, and a passion for delivering exceptional client service.

What You'll Be Doing:

• Lead and support the quoting and onboarding functions to achieve conversion targets and deliver high standards of client care.
• Inspire, coach, and manage the team through regular 1:1s, performance reviews, and ongoing development.
• Monitor productivity and KPIs, adjusting workflows and setting clear goals to align with departmental objectives.
• Evaluate performance through call quality assessments and data analysis, providing actionable feedback for improvement.
• Collaborate across departments, represent the team in meetings, and contribute to strategic planning and service enhancement.

The Experience You'll Bring:

• Previous experience in a leadership or team lead role
• Strong communication, persuasion, and coaching skills.
• Commercial awareness and a client-focused approach.
• Legal or property sector experience desirable but not essential.
• Analytical mindset with the ability to interpret performance data.
• Proficient in CRM/CSM systems and general IT tools.

What You'll Get in Return:

• Salary of £30-32k plus bonus scheme
• Hours: Monday - Friday, 8:30am - 5:00pm
• Holidays: 23 days holiday plus bank holidays, your birthday off, a personal day, and a discretionary paid day over Christmas. Buy up to 3 extra days of leave each year
• Gym Discounts: Reduced membership rates to support your well being
• Career Development: Grow with learning and development opportunities
• Milestone Recognition: Celebrate your hard work and loyalty Team Culture: Get involved with company-wide events, charity initiatives, and networking socials Refer a Friend Scheme: Earn rewards for helping us grow the team