We are looking for an experienced Customer Service Team Leader to lead a newly formed team within an established and growing operation.
This is an exciting opportunity for someone who has a proven background in building, developing, and leading customer service teams. You will play a key role in driving service excellence, supporting the wider business, and ensuring our customers continue to receive the brilliant, market-leading service that sits at the heart of our brand.
As Customer Service Team Leader, you will be responsible for leading the day-to-day performance of the team, upholding proven processes, and identifying opportunities to implement new and improved ways of working where required. You will also work closely with the Head of Business to support overall customer contract management, with a strong focus on Service Level Agreements, KPIs, and maintaining high standards across the customer journey.
Key Responsibilities
- Lead, coach, and develop a newly formed customer service team.
- Drive a culture of service excellence, accountability, and continuous improvement.
- Ensure the team delivers against agreed Service Level Agreements and key performance indicators.
- Monitor team performance and provide clear support, feedback, and guidance.
- Support the Head of Business with customer contract management and operational requirements.
- Act as an escalation point for customer queries, complaints, and service challenges.
- Maintain strong working relationships with customers, internal teams, and key stakeholders.
- Review existing processes and support the implementation of new processes where required.
- Ensure all communication, both written and verbal, reflects the high standards of the business.
- Promote a professional, customer-focused approach across the team.
About You
We are looking for someone who is confident, proactive, and passionate about delivering outstanding customer service. You will need to be comfortable leading from the front, setting clear expectations, and supporting your team to perform at their best.
The successful candidate will have:
- A proven track record of building and leading customer service teams for a minimum of 2 years.
- Experience managing team performance against SLAs, KPIs, or similar service targets.
- Excellent written and verbal communication skills.
- Strong people management skills, with the ability to motivate and develop others.
- The confidence to deal directly with end customers and internal stakeholders.
- A process-driven mindset, with the ability to identify improvements where needed.
- A calm, professional approach when handling escalations or challenging customer situations.
- A genuine interest in delivering brilliant service and representing the brand to a high standard.
What We Offer
- Salary of £32,500 – £35,000 depending on experience.
- Monday to Friday working pattern.
- Opportunity to lead and shape a newly formed team.
- A key role within an established operation.
- The chance to make a real impact on customer service delivery, processes, and performance.
- Supportive working environment with clear expectations and room to grow.
Pay: £32,500.00-£35,000.00 per year
Benefits:
- Casual dress
- On-site parking
Work Location: In person
