Customer Service Team Leader

Customer Service Team Leader - Redditch

8:30 4:30 pm Monday to Friday, office based, no hybrid.

£28,000 £30,000 per annum, depending on your skills and experience.

We are seeking an experienced and motivated Customer Service Team Leader to join a dynamic and fast paced organisation. This is an exciting opportunity for a confident leader who is passionate about delivering exceptional customer experiences while driving team performance and operational excellence.

As a Customer Service Team Leader, you will lead, support, and develop a team to ensure consistently high service standards. You will play a key role in maintaining efficient operations, improving processes, and ensuring customer satisfaction remains a top priority.

Customer Service Team Leader Key Responsibilities

• Lead by example to motivate and inspire a customer service team to achieve service level agreements (SLAs) and key performance indicators (KPIs).
• Take ownership of daily operations and contribute to the completion of team tasks.
• Monitor team performance, providing regular coaching, feedback, and one to one support.
• Conduct performance appraisals and identify training and development needs.
• Handle escalated customer queries and complaints in a professional and timely manner.
• Ensure adherence to company policies, procedures, and service standards.
• Work collaboratively with internal teams to resolve issues and enhance service delivery.
• Support recruitment, onboarding, and training of new team members.
• Produce reports and analyse customer trends to inform decision making.
• Drive continuous improvement initiatives within the team.
• Foster a positive, inclusive, and high performing team culture.
• Manage employee relations matters and support people management processes.
• Provide leadership cover for other Team Leaders when required.
• Undertake additional duties as needed to support business objectives.

The successful Customer Service Team Leader will have the following skills and experience:

• Proven experience within a customer service or administrative environment.
• Previous experience in a supervisory or team leader role.
• Strong communication and interpersonal skills.
• Ability to motivate, coach, and develop others.
• Excellent problem solving and decision making abilities.
• Comfortable using customer service systems and Microsoft Office.
• Strong organisational skills with the ability to plan and coordinate workloads.
• Calm, professional, and resilient under pressure.

Desirable Skills

• Understanding of HR policies and procedures.
• Experience with data analysis and reporting tools.

You are a proactive and supportive leader who thrives in a team environment. You bring a customer first mindset, a continuous improvement approach, and the ability to build strong relationships across teams.

If you think you have the skills and experience that my client are looking for then please click APPLY with your updated CV and I will be in touch with you soon.