Job Summary
VetFit Labs Business & Technology Services Ltd. is seeking an organised, customer-focused, and supportive Customer Service Team Leader to join our team in Leeds.
As a Customer Service Team Leader, you will coordinate day-to-day customer service activities, support customer service representatives, monitor workloads and service requests, and help ensure customers receive professional, accurate, and timely assistance.
You will work closely with customer service, operations, administration, technical support, and management teams to coordinate workloads, resolve escalated customer issues, monitor service performance, and contribute to a positive customer experience.
This position is suitable for candidates with experience in customer service, customer support, contact centres, BPO, customer operations, retail, hospitality, administration, or other service-focused environments. Candidates with strong customer-service experience who are ready to progress into a team-leadership position are also encouraged to apply.
What You'll Do
- Lead and coordinate day-to-day activities across the customer service team.
- Provide practical guidance and support to customer service team members.
- Help allocate workloads and monitor incoming customer enquiries and service requests.
- Respond to customers through telephone, email, chat, and other approved communication channels when required.
- Support team members with more complex customer enquiries and service issues.
- Handle or coordinate escalated customer cases professionally and appropriately.
- Monitor open customer requests and help ensure timely follow-up.
- Coordinate customer issues with operations, administration, technical support, and other relevant teams.
- Monitor service levels, response times, case volumes, and routine customer-service indicators.
- Maintain accurate customer-service records, reports, trackers, and documentation.
- Support team scheduling and day-to-day service coverage.
- Prepare customer-service reports, spreadsheets, case summaries, and management updates.
- Maintain information within approved CRM, ticketing, and customer-service platforms.
- Support onboarding and training of new customer-service team members.
- Provide ongoing coaching, feedback, and knowledge sharing.
- Help maintain customer-service procedures, FAQs, templates, and knowledge resources.
- Monitor customer feedback and identify recurring service concerns.
- Support quality reviews and customer-satisfaction initiatives.
- Identify opportunities to improve workflows, response times, and customer experience.
- Contribute to continuous improvement across customer-service operations.
Requirements
- Previous experience in customer service, customer support, contact centres, BPO, customer operations, retail, hospitality, administration, or a related environment is preferred.
- Strong customer-service and communication skills.
- Good organisational and time-management abilities.
- Professional, supportive, and customer-focused approach.
- Ability to coordinate multiple customer requests and changing priorities.
- Strong listening, problem-solving, and follow-up abilities.
- Good attention to detail and accurate record-keeping skills.
- Comfortable supporting colleagues with customer-service issues and escalations.
- Comfortable communicating through telephone, email, chat, and digital channels.
- Comfortable using computers, email, spreadsheets, and common business applications.
- Familiarity with CRM, ticketing, contact-centre, help-desk, or customer-service platforms is advantageous but not essential.
- Ability to interpret basic service information, workloads, and performance indicators.
- Ability to communicate professionally with customers, colleagues, and managers.
- Previous team-lead, senior customer-service, supervisory, coaching, or mentoring experience is advantageous but not essential for candidates ready to progress into leadership.
- Ability to work independently and collaboratively across different teams.
- Willingness to learn new systems, services, and customer-support processes.
- Relevant education, professional training, or equivalent practical experience will be considered.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Develop leadership experience across customer service and business operations.
- Build valuable skills in team coordination, customer experience, coaching, reporting, and service delivery.
- Work with modern CRM, customer-service, and collaboration platforms.
- Gain experience managing customer escalations and supporting service-quality objectives.
- Collaborate with customer service, operations, administration, technical support, and management professionals.
- Strengthen leadership capabilities through coaching and day-to-day team support.
- Contribute ideas that improve customer experience and operational efficiency.
- Gain exposure to service reporting, workflow management, and performance monitoring.
- Develop transferable skills for progression into Customer Service Supervisor, Customer Operations Manager, Contact Centre Manager, Customer Experience Manager, and other service-leadership positions.
- Access opportunities for professional development and increased responsibility.
- Work within a collaborative, professional, and inclusive environment.
Pay: £2,250.00-£2,900.00 per month
Benefits:
- Childcare
- Company car
- Free parking
- Health & wellbeing programme
- Life insurance
Work Location: In person
