Customer Service Team Leader
About the Role
We are looking for an experienced and engaging Customer Service Team Leader to lead a busy customer service team and help deliver an excellent experience for customers.
This is a hands-on leadership position combining people management, operational delivery and customer service. You will be responsible for creating a positive and productive team environment while ensuring enquiries, complaints and more complex cases are managed effectively.
A key part of the role will be understanding what is driving customer contact, identifying where improvements can be made and working with colleagues across the organisation to deliver better and more consistent outcomes.
You will need to be comfortable balancing day-to-day operational priorities with coaching and developing your team.
Your Key Responsibilities
Lead and Develop the Team
- Provide visible, supportive leadership to the customer service team.
- Set clear expectations and help colleagues understand their individual and team objectives.
- Hold regular one-to-ones, coaching sessions and performance conversations.
- Recognise strong performance and address areas requiring improvement.
- Support individual development and encourage colleagues to build their skills and confidence.
- Run regular team meetings and briefings to keep colleagues informed, engaged and focused on priorities.
- Promote a positive culture built around ownership, teamwork and excellent customer service.
Manage Day-to-Day Service Delivery
- Coordinate daily workloads to ensure customer enquiries and cases are handled efficiently.
- Manage team resources and priorities in response to changing service demands.
- Monitor attendance, workload and operational performance.
- Track key performance measures and use them to identify where additional support or action is required.
- Ensure agreed service standards and quality expectations are consistently achieved.
- Work closely with other teams to resolve issues that could affect service delivery.
Resolve Complex Customer Issues
- Provide support and direction on challenging or sensitive customer cases.
- Take ownership of escalated complaints and complex enquiries where additional intervention is required.
- Ensure outstanding cases are actively progressed rather than allowed to become unnecessarily delayed.
- Review long-running cases and coordinate appropriate action or escalation.
- Keep customers informed and ensure communication is clear, professional and timely.
- Work with relevant stakeholders to remove obstacles and achieve satisfactory outcomes.
Improve the Customer Experience
- Review customer feedback, recurring enquiries and service issues to identify trends.
- Highlight recurring customer pain points and recommend practical improvements.
- Work collaboratively with operational and management teams to improve processes and the customer journey.
- Carry out quality reviews of calls and cases and use the findings to support coaching and development.
- Encourage the team to look for better ways of working and contribute ideas for continuous improvement.
- Help embed a customer-focused approach across the service.
What We’re Looking For
You will be an experienced people leader who enjoys developing others while remaining closely involved in operational delivery.
You should have:
- Previous experience leading, supervising or managing a team.
- Experience within customer service, a contact centre or another service-led environment.
- A proven ability to motivate people and improve individual and team performance.
- Experience dealing with escalated complaints or complex customer situations.
- Strong organisational and workload-management skills.
- Confidence working with performance measures and using information to identify areas for improvement.
- Good coaching, communication and interpersonal skills.
- The ability to make sound decisions and remain composed when priorities change.
- A proactive approach to problem solving and continuous improvement.
- Strong customer focus, empathy and a desire to achieve positive outcomes.
- Confidence using Microsoft Office and standard business systems.
- The ability to build effective working relationships with colleagues and stakeholders at different levels.
The Person
We’re particularly interested in someone who is:
People focused – able to motivate, coach and develop others.
Customer focused – understands the importance of listening to customers and taking ownership of their experience.
Organised – comfortable managing competing priorities in a busy operational environment.
Solutions focused – looks beyond the immediate problem to understand what can be improved.
Collaborative – builds strong relationships and works effectively across different teams.
Adaptable – responds positively to changing priorities and new ways of working.
What We Offer
- Contributory pension scheme
- 25 days’ annual leave
- Volunteer leave
- Life assurance
- Free onsite parking
- Employee Assistance Programme
Pay: £31,000.00 per year
Benefits:
- Company pension
- Employee discount
Work Location: Hybrid remote in Aldershot GU11
