Customer Service Team Leader

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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