Are you an experienced Customer Service Team Leader who enjoys developing people, improving performance and creating a strong service culture?
A growing, service-focused business is looking for a Customer Service Team Leader to support and develop a newly formed customer service team. This is a great opportunity for someone who can lead from the front, set clear expectations and help shape how a team delivers excellent customer support.
Job Summary
As Customer Service Team Leader, you will be responsible for the day-to-day leadership, coaching and performance of a customer service team.
You will help ensure customer queries are handled professionally, service standards are maintained and team performance is measured against agreed targets. You will also act as an escalation point for more complex queries and support improvements to processes, communication and ways of working.
This is a full-time, Monday to Friday role based in the West Midlands.
Your Role
You will lead, coach and support a customer service team, helping colleagues deliver consistent, high-quality service. You will monitor performance, provide feedback, manage workload priorities and ensure agreed service levels and key performance measures are achieved. You will work closely with senior stakeholders to support customer requirements, handle escalations and identify where processes can be improved. You will also help create a positive, accountable and customer-focused team culture where people understand expectations and feel supported to perform at their best.
About You
You will be a confident and proactive customer service leader with experience managing or developing a team in a busy customer-focused environment. You will be comfortable setting standards, reviewing performance and supporting people through coaching, feedback and clear communication. You will also be calm and professional when dealing with escalations or challenging conversations, with the ability to build strong relationships with customers, colleagues and internal stakeholders.
Some Bullet Points About You
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Previous experience leading a customer service team
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Able to coach, motivate and develop others
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Experience working with SLAs, KPIs or service targets
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Strong written and verbal communication skills
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Confident handling escalations and customer complaints
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Calm, professional and solutions-focused approach
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Good organisational and workload management skills
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Able to review processes and suggest improvements
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Comfortable working with internal stakeholders and customers
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Positive, proactive and accountable leadership style
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Passionate about delivering excellent customer service
What’s on Offer
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Monday to Friday working pattern
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Opportunity to lead and shape a newly formed team
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Key role within a growing customer-focused operation
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Chance to influence service delivery, processes and performance
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Supportive working environment
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On-site parking
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Casual dress
How to Apply
Please submit your CV with a brief overview of your customer service leadership experience. This is an excellent opportunity for someone who wants to take ownership of a team, improve service standards and make a real impact in a growing business.