Customer Service Team Leader

Our Tamworth based client is looking for a Customer Service Team Leader to join their team.

Your role will be to lead and support a team within Customer Service to deliver exceptional service to customers. The Team Leader will ensure that service standards are met, operations are efficient and accurate, team performance is optimised, and customer satisfaction is consistently high.

As a Customer Service Team Leader, you will need to have/be:

• Demonstrable experience within a customer service and/or administrative environment.
• Previous experience in a supervisory or team leader capacity, with responsibility for guiding team performance.
• Excellent communication and interpersonal skills, with the ability to build strong working relationships at all levels.
• Proven ability to motivate, engage, and inspire team members to achieve targets and deliver high standards.
• Strong problem-solving skills with the confidence to make effective and timely decisions.
• Proficient in the use of customer service systems and Microsoft Office applications.
• Highly organised, with the ability to plan, coordinate, and monitor multiple workstreams to ensure timely delivery.
• Maintains a calm, professional, and customer-focused approach in all situations.
• Good understanding of HR policies and procedures, with the ability to apply them appropriately.
• Competent in data analysis and the use of reporting tools to track performance and inform decision-making.

Details:

• Salary: -28, 000 - -30, 000
• Working Hours: Full time, Monday - Friday
• Location: Tamworth (on site)
• Duration: Permanent

Role of Customer Service Team Leader:

• Lead by example to inspire, motivate, and develop a high performing Customer Service team, consistently delivering against SLAs and departmental KPIs.
• Foster a positive, inclusive, and collaborative team culture that promotes engagement, wellbeing, and high performance.
• Take full ownership of daily operations, actively contributing to task completion and ensuring smooth, efficient workflows.
• Monitor team performance through KPIs and metrics, providing regular coaching, constructive feedback, and structured one-to-one sessions.
• Conduct performance appraisals, identifying development needs and implementing effective training and support plans.
• Manage escalated customer queries and complaints with professionalism, ensuring timely and satisfactory resolution.
• Ensure full compliance with company policies, procedures, and service standards across the team.
• Undertake investigations and manage employee relations matters in line with company policies and best practice.
• Collaborate cross functionally to resolve operational challenges and enhance overall service delivery.
• Lead end-to-end recruitment processes, including onboarding, training, and integration of new team members.
• Produce accurate and insightful reports to support business performance tracking and informed decision-making.
• Analyse customer trends, service demand, and workload patterns, delivering clear, data driven insights to stakeholders.
• Provide cover for other Team Leaders during periods of absence, ensuring continuity of leadership, decision making, and team support.
• Drive a culture of continuous improvement, identifying opportunities to enhance processes, efficiency, and customer experience.
• Undertake any additional duties commensurate with the role, supporting wider team and business objectives as required.

Benefits of working as a Customer Service Advisor:

• 23 days annual leave + bank holidays
• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking