Role: Customer Service Team Leader
Salary: £29,000 – £31,000
Contract Type: Permanent, Hybrid
Hours: Monday to Friday, 2-week shift rotation of 8am – 4pm, 12pm – 8pm
Location: Leeds Dock
Our client is seeking a dynamic and motivated Customer Service Team Leader to join their thriving customer experience department. This permanent, full-time position presents a fantastic opportunity for a Team Leader with experience of leading a phone-based customer service team to take the next step in their career.
As a key player in the Customer Service Team, you will be leading, supporting, and motivating a dedicated team of Customer Service Executives, ensuring they deliver exceptional service while continuously seeking opportunities for improvement.
We love working with this business and our candidates have grown into a variety of different roles here so if you’re looking for growth opportunities, this is the business for you!
Key Responsibilities
- Lead, coach and develop a team of Customer Service Executives to deliver exceptional customer experiences and achieve performance targets.
- Drive operational efficiency, service quality and team productivity through continuous improvement initiatives and data-driven decision making.
- Monitor and analyse customer interactions, performance metrics and trends to identify opportunities for service enhancement.
- Act as the escalation point for complex customer enquiries and complaints, ensuring timely and effective resolution.
- Collaborate with Customer Experience colleagues and Team Leaders to embed best practice, maintain service consistency and communicate business updates effectively.
The ideal candidate will possess
- Strong leadership skills with the ability to motivate and develop team members
- Excellent communication skills, enabling clear information sharing and context setting
- Exceptional organisational abilities to prioritise tasks effectively
- Strong problem-solving skills, guiding team members to resolve queries with initiative
- The capacity to multitask and thrive in a fast-paced environment
- Impeccable attention to detail, capable of reviewing others work to identify areas for improvement
If you are passionate about delivering exceptional customer service and have the leadership skills to inspire a team, this is an excellent opportunity to advance your career with a reputable organisation.
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