Customer Service Team Leader

Customer Service Team Leader (Inbound & Outbound)

Location: Remote

Contract Type: Temporary (3 months)

Are you passionate about making a difference and helping the planet? Adecco is proud to be recruiting on behalf of a forward-thinking organisation committed to environmental impact and outstanding service delivery. We are seeking a dynamic Customer Service Team Leader to support and guide a high-performing contact centre team.

About the Role

Our client delivers government-funded schemes designed to help public and private sector organisations increase energy efficiency and reduce their environmental impact. You will play a key role in supporting these initiatives by ensuring that customer interactions remain high-quality, compliant, and impactful.

Why You Should Join Us

• Make an Impact: Contribute to projects aligned with the UK's decarbonisation and sustainability goals.
• Supportive Environment: Work within a team that values wellbeing, professional development, and collaboration.
• Inclusive Culture: Be part of a diverse workforce that celebrates equal opportunities.

Key Responsibilities

As a Customer Service Team Leader, you will:

• Act as the first point of escalation for Contact Centre Operatives
• Provide coaching, guidance, and support to team members
• Handle complex inbound and outbound customer interactions
• Monitor interaction quality and deliver constructive feedback
• Support achievement of service levels, KPIs, and quality standards
• Ensure all interactions are logged accurately in CRM systems
• Maintain compliance with GDPR, data protection, and government guidance
• Assist with training and onboarding new team members
• Work with management to identify trends, risks, and improvements
• Promote a positive, professional, and customer-centric service culture
• Create or deliver training sessions when required

Key Skills and Competencies

To excel in this role, you should have:

• Proven experience in a call or contact centre environment
• Experience handling complex and escalated queries
• Strong communication and IT skills (including CRM experience)
• Ability to coach, guide, and support Contact Centre Operatives
• Confidence in managing escalations while ensuring compliance and service quality
• A calm, professional, and customer-focused approach

Personal Attributes

We are looking for someone who is:

• Customer-focused and professional
• Empathetic, patient, and composed under pressure
• Reliable, organised, and proactive
• A confident decision-maker
• A positive role model for the wider team

Join Us!

If you're ready to step into a rewarding role where you can contribute to meaningful projects while supporting a dedicated team, we want to hear from you.

How to Apply

Please submit your CV and a cover letter outlining your relevant experience and passion for customer service.

Together, let's create better places to live and work.

Inclusive Hiring

Adecco is a disability-confident employer. We are committed to running an inclusive and accessible recruitment process. If you require reasonable adjustments at any stage, please let us know-our team will be happy to support you.