Customer Service & Admin Team Leader

Contract: Temp to Perm

Hours: Monday-Friday, 5:00pm-1:30am, with 1 in 3 weekends

We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.

The Role

As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.

You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.

Key Responsibilities

• Lead and coordinate the daily operations of the Customer Service & Admin team.
• Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.
• Coach, develop and motivate team members to reach their full potential.
• Conduct performance reviews, development plans and regular 1-to-1s.
• Support the recruitment and onboarding of new team members.
• Ensure new employees receive appropriate training and ongoing development.
• Handle customer complaints and ensure issues are resolved promptly.
• Monitor workloads, backlogs and service levels to ensure deadlines are met.
• Identify opportunities to improve customer experience and operational processes.
• Ensure company policies, procedures and processes are followed.
• Deal with day-to-day operational issues and escalat e more complex matters where appropriate.
• Promote a positive, collaborative and customer-focused working environment.

About You

• Previous team management or supervisory experience within a busy contact centre environment - essential.
• Experience managing day-to-day customer service operations.
• Strong people management, coaching and development skills.
• Experience working to KPIs and SLAs.
• Excellent customer service and complaint-handling skills.
• Strong communication and problem-solving abilities.
• A well-organised approach with excellent attention to detail.
• Experience with SAP, CRM or Salesforce would be advantageous.

What's on Offer?

• Salary of up to £35,000 once permanent, depending on experience.
• Quarterly bonus of approximately 6% of annual salary once permanent.
• 25 days' holiday.
• Company pension scheme, life assurance.
• Employee Assistance Programme.
• Cycle to Work Scheme.
• Employee discounts.
• Training and development opportunities.
• Hybrid working available.

If you're an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we'd love to hear from you