Job Description

Customer Service Team Leader

About the Role

We're seeking a dedicated

Customer Service Team Leader

to join our growing team. You'll be one of three Team Leaders, collectively responsible for supporting and guiding a team of around 20 customer service advisors. Working closely with your fellow leaders, you'll play a key role in ensuring the smooth day-to-day running of the department, driving performance, and maintaining the highest standards of customer care.

Key Responsibilities

Lead, coach and motivate a team of advisors to deliver excellent customer service. Oversee daily operations, including monitoring call volumes, response times and service levels. Work collaboratively with the other Team Leaders to ensure consistency and efficiency across the department. Analyse performance data and customer feedback to identify areas for improvement. Take ownership of escalated queries, resolving them quickly and professionally. Provide training and ongoing support to team members, helping them develop their skills and confidence. Foster a positive, supportive and inclusive team culture. Contribute to the development of policies and processes that improve service delivery.

About You

Previous experience in a customer service leadership or supervisory role (minimum 2 years). Strong people management skills with the ability to inspire, support and develop others. Excellent communication skills, both verbal and written. Confident in handling difficult conversations and resolving conflicts effectively. Comfortable interpreting data and using insights to make sound decisions. Knowledge of the waste management sector or related regulations would be an advantage, though not essential. Benefits
Benefits:

Company events Canteen Company pension Cycle to work scheme Discounted or free food Gym membership
Schedule:

Day shift Monday to Friday
Experience:

Customer Service: 3 years (required) Management: 2 years (required)
Job Type: Full-time

Pay: 27,000.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Cycle to work scheme Discounted or free food Gym membership On-site parking Referral programme
Ability to commute/relocate:

York: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (required)
Experience:

Leading a Team: 2 years (required)
Work Location: In person