Do you thrive on inspiring and empowering others to deliver exceptional customer experiences? My Client is looking for a motivated Customer Service Team Leader to join their Customer Service department. In this role, you will lead, coach, and support a dynamic team of Customer Service Advisors, fostering a culture of collaboration, accountability, and excellence. This is an opportunity to take on a rewarding leadership role where your contributions will directly shape the customer experience and team performance.
Your Role
As the Customer Service Team Leader, you will take ownership of your team's daily performance, ensuring customer satisfaction and adherence to quality standards. You’ll review KPIs, schedule resources proactively, and monitor real-time performance across all customer service channels. By identifying trends and root causes, you’ll work to continuously improve processes and resolve customer issues with a “can-do” approach.
You’ll provide regular one-to-one coaching, set measurable objectives, and use performance data to identify training needs. Creating a supportive and success-focused environment, you’ll foster collaboration, empower team members, and ensure accountability through effective delegation and leadership by example. You’ll also oversee the Customer Experience Quality Framework by conducting internal audits, giving constructive feedback, and driving a culture of continuous improvement.
In addition, you’ll play a key role in handling escalations and customer complaints, ensuring first-contact resolution while demonstrating empathy, patience, and strong problem-solving skills.
About You
You are an articulate and approachable leader who thrives on bringing out the best in others. With a strong background in coaching and team leadership, you’re passionate about delivering results and creating a positive, collaborative work environment. Your excellent time management and organisational skills ensure you stay on top of daily tasks while driving team performance. You inspire trust, hold people accountable, and lead by example with a fair and supportive approach.
Your natural ability to analyze data and identify trends ensures you can adapt to challenges, improve processes, and deliver exceptional customer experiences. You’ll feel confident using these skills to empower your team and exceed performance targets.
What We’re Looking For
- A confident and motivational leader with excellent communication and interpersonal skills
- Proven experience in coaching and leadership within a customer service environment
- Ability to build strong relationships with team members and deliver measurable results
- Passion for problem-solving and developing a culture of continuous improvement
How to Apply
If you’re ready to take on a leadership role where you can inspire and develop a high-performing team, we’d love to hear from you. Please apply now to join My Client as a Customer Service Team Leader and help shape the future of customer excellence.
Note: Hybrid working is available after probation.