Job Description

Job Overview

We are looking for a dedicated and experienced

Senior Customer Service Team Leader

to lead our Customer Services team. In this role, you will be responsible for managing daily operations, supporting team development, and ensuring the delivery of outstanding customer service. The ideal candidate will be a confident leader with a passion for motivating teams and enhancing the customer experience.

Key Responsibilities

Oversee the day-to-day activities of the Customer Services team to ensure service levels are met or exceeded Lead, mentor, and support team members to maintain a high-performing and engaged workforce Handle escalated customer queries and complaints professionally and efficiently Monitor and report on team KPIs and performance metrics, identifying areas for improvement Drive a culture of continuous improvement in customer satisfaction and operational efficiency Support the training, development, and onboarding of new and existing team members Collaborate with internal departments to resolve customer issues and streamline processes Conduct regular team meetings, one-to-one performance reviews, and coaching sessions Ensure compliance with company policies, procedures, and service standards Identify trends in customer feedback and recommend actionable improvements

Requirements

Proven experience in a customer service leadership or supervisory role Strong communication, interpersonal, and problem-solving skills Ability to manage and motivate a team in a fast-paced environment Confident handling complaints and complex customer issues Experience with customer service software, CRM systems, and reporting tools Organised, proactive, and results-focused with a high attention to detail Strong understanding of customer service best practices

What We Offer

Competitive salary starting at 28,000 per annum Opportunities for progression and career development A supportive, team-oriented working environment Ongoing training and development
Job Type: Full-time

Pay: From 28,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Additional leave Bereavement leave Canteen Casual dress Company events Company pension Discounted or free food Employee discount Free flu jabs Free parking Health & wellbeing programme On-site parking Referral programme Sick pay Store discount
Schedule:

Monday to Friday
Work Location: In person