Contract: Temp to Perm
Hours: Monday–Friday, 5:00pm–1:30am, with 1 in 3 weekends
We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.
The Role
As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.
You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.
Key Responsibilities
- Lead and coordinate the daily operations of the Customer Service & Admin team.
- Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.
- Coach, develop and motivate team members to reach their full potential.
- Conduct performance reviews, development plans and regular 1-to-1s.
- Support the recruitment and onboarding of new team members.
- Ensure new employees receive appropriate training and ongoing development.
- Handle customer complaints and ensure issues are resolved promptly.
- Monitor workloads, backlogs and service levels to ensure deadlines are met.
- Identify opportunities to improve customer experience and operational processes.
- Ensure company policies, procedures and processes are followed.
- Deal with day-to-day operational issues and escalat(e) more complex matters where appropriate.
- Promote a positive, collaborative and customer-focused working environment.
About You
- Previous team management or supervisory experience within a busy contact centre environment – essential.
- Experience managing day-to-day customer service operations.
- Strong people management, coaching and development skills.
- Experience working to KPIs and SLAs.
- Excellent customer service and complaint-handling skills.
- Strong communication and problem-solving abilities.
- A well-organised approach with excellent attention to detail.
- Experience with SAP, CRM or Salesforce would be advantageous.
What’s on Offer?
- Salary of up to £35,000 once permanent, depending on experience.
- Quarterly bonus of approximately 6% of annual salary once permanent.
- 25 days’ holiday.
- Company pension scheme, life assurance.
- Employee Assistance Programme.
- Cycle to Work Scheme.
- Employee discounts.
- Training and development opportunities.
- Hybrid working available.
If you’re an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we’d love to hear from you
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