Job Description

:
Customer Service Team Leader - 12 months FTC
Salary: 29,000
Location: Chester - office based
Plus excellent benefits including 26 days holiday + bank holidays, enhanced pension, life assurance and more
About the role
Are you a people-focused leader who loves delivering exceptional customer experiences?
Do you thrive in a fast-paced environment where service excellence truly matters?
We're looking for a Customer Service Team Leader to join our clients' fantastic team. In this role, you'll support the Management team, lead by example, and ensure every customer interaction is handled to the highest standard. You'll be the escalation point for the Customer Service team as well as internal departments, helping resolve queries quickly and professionally.
What you'll be doing

• Leading, supporting and coaching a team of Customer Service Advisors

• Being the first point of escalation for complex customer queries

• Ensuring personal and team KPIs are set, monitored and achieved

• Maintaining exceptional service standards across calls, emails and live chat

• Managing and updating customer cases in the CRM system

• Ensuring data is accurately maintained for reporting and trend analysis

• Supporting the team in understanding and communicating a complex product portfolio

• Managing your own workload effectively while assisting team members with theirs

Requirements
What experience we're looking for

• Proven experience leading and coaching a customer service team

• A strong track record of meeting and maintaining KPIs

• A passion for delivering outstanding customer experiences

• Excellent attention to detail and the ability to multitask

• Confidence handling calls while updating CRM systems

• Experience with case management and CRM data maintenance

• Strong organisational skills and the ability to prioritise effectively

• Willingness to learn and understand complex products

Roberts Webb Recruitment are acting as a Recruitment Agency in relation to this role.

Skills Required