We’re looking for an experienced Customer Care Team Leader to join a growing business and take responsibility for the day-to-day leadership and performance of a busy customer care team.
Working closely with senior management, you’ll help drive performance, develop your team and identify opportunities to improve processes and the overall customer experience.
The Role
- Lead, motivate and develop a team of customer service professionals.
- Monitor team and individual performance against agreed KPIs.
- Hold regular 1-to-1s, provide coaching and give constructive feedback.
- Oversee daily workloads and ensure the team is adequately resourced.
- Support the resolution of complex customer queries and act as an escalation point.
- Build strong customer relationships and support opportunities to develop existing business.
- Manage and follow up enquiries, ensuring opportunities are progressed effectively.
- Monitor service levels, outstanding work and customer commitments.
- Produce and analyse regular performance and sales reports.
- Identify trends and recommend improvements to processes and performance.
- Work collaboratively with other departments to ensure a smooth customer journey.
About You
We’re looking for a positive, driven and commercially aware people leader who genuinely enjoys developing others and delivering great customer service.
Ideally you’ll have previous experience of working within a busy manufacturing environment.
You may already be working as a Customer Care Team Leader or similar, or you could be an experienced Senior Customer Service Advisor ready to take the next step into leadership.
You’ll ideally have:
- Experience leading or supervising a customer-facing team.
- Strong communication and relationship-building skills.
- A customer-first approach combined with commercial awareness.
- Confidence managing performance and having difficult conversations when required.
- Good analytical skills and the ability to interpret KPIs and reports.
- Excellent organisation and attention to detail.
- A proactive approach to problem-solving and continuous improvement.
- The ability to work confidently with senior stakeholders.
- A hands-on, supportive management style.
Most importantly, we’re looking for someone who can bring energy to a team, lead from the front and turn objectives into consistent day-to-day delivery.
If you’re an experienced customer service professional looking for a role where you can make a genuine difference to both your team and the wider customer experience, we’d love to hear from you.
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