We are looking for a driven Customer Service Team Leader to join a growing organisation on a 12 month FTC to inspire, lead, and empower a team of Customer Care Advisors.
This role is key to delivering outstanding customer experiences, ensuring every interaction leaves customers feeling informed, supported, and valued. You’ll combine leadership, coaching, and operational oversight to drive performance, engagement, and continuous improvement.
Key Responsibilities Leadership and Vision
- Provide visible, values-led leadership that motivates and develops your team
- Translate strategic goals into clear, actionable team objectives
- Challenge constructively to improve service and ways of working
- Oversee day-to-day customer care operations across multiple service areas
- Drive performance against KPIs, ensuring quality and right-first-time outcomes
- Manage escalations and complex customer interactions with empathy
- Use data and insight to monitor trends and implement improvements
- Champion a culture where customers feel respected, understood, and supported
- Gather and act on customer feedback to enhance service delivery
- Promote consistency and excellence across all contact channels
- Coach, mentor, and develop team members to reach their full potential
- Lead regular 1-2-1s, team meetings, and performance reviews
- Foster a supportive, inclusive, and high-performing team culture
- Identify and nurture future talent within the team
- Work cross-functionally to deliver seamless customer journeys
- Act as a key link between front-line teams and the wider business
- Share insights to influence service improvements and decision-making
About You
- It is essential you have proven experience leading teams in a fast-paced contact centre environment
- Strong coaching and mentoring skills with a people-first approach
- Confident managing performance and delivering constructive feedback
- Data-driven, with the ability to analyse insights and drive improvements
- Excellent communication skills, with empathy in complex situations
- Comfortable using customer systems and IT tools
- Adaptable, resilient, and able to thrive under pressure
- A proactive mindset and passion for continuous improvement
- The confidence to challenge and influence positively
- A collaborative approach that builds trust and engagement
- A genuine commitment to delivering exceptional customer service
Additional Information
- Flexibility required to work shifts between 8am–8pm, Monday to Friday
This is a fantastic opportunity to make a real impact, supporting both customers and colleagues while shaping a culture of excellence. If you’re motivated by developing people and delivering outstanding service, we’d love to hear from you.
If your CV is not shortlisted for this role we will keep your details on file for other opportunities.
