We’re looking for a Customer Service Team Leader to help lead our customer support team and deliver outstanding service to our existing clients.
This is a hands-on role where you’ll support the customer service team day to day, drive client retention, and help improve service quality, performance, and engagement across the team.
What's involved?
- Supporting, mentoring, and developing Customer Support Agents
- Running team meetings and one-to-one reviews
- Providing day-to-day operational guidance and support
- Helping retain existing clients and support contract renewals
- Supporting client engagement and ongoing relationship management
- Assisting with monthly, quarterly, and annual client reviews
- Reviewing and approving client review materials
- Monitoring KPIs and submitting weekly performance reports
- Helping forecast pipeline and support revenue targets
- Identifying opportunities for organic growth within existing clients
What We’re Looking For
- Experience supervising or supporting a customer service team
- Background in a fast-paced, inbound/outbound customer contact environment
- Strong communication, leadership, and organisational skills
- Confident working with customer service systems and Microsoft Office
- Able to analyse information and improve processes
- Comfortable supporting recruitment, onboarding, and training
The Kind of Person You Are
- Curious and solution-focused
- Calm, resilient, and adaptable
- Supportive, collaborative, and people-first
- Focused on quality, consistency, and results
What’s in it for you?
- Permanent role, full time, in office role
- Salary circa £27,000 - £30,000
- 28 days holiday per year, which rises by 1 day per year to a maximum of an additional 5 days
- Pension
- Life assurance - x4 salary