Customer Hub Team Lead — Drive Service Excellence

Torus Group; Liverpool; Hybrid; GBP 33,000 - 40,000; Full time

Benefits offered by this job

Generous annual leave

Maternity/paternity pay

Holiday purchase scheme

Aviva pension

Wagestream access

Lease car scheme

Employee discounts

Learning opportunities

Recognition schemes

Flexible working

Public transport links

Health & wellbeing

Job summary

Torus Group is seeking a Customer Hub – Reception Team Leader to lead a team of Customer Advisors across multiple sites (Liverpool, St Helens, Warrington). The role focuses on coaching, performance monitoring and ensuring first-point-of-contact resolutions while maintaining high service standards.

You will work across sites, support out-of-hours on-call duties, and drive continuous improvement through policy adherence, data insights and cross-department collaboration.

Qualifications

• Experience in a customer-focused environment delivering quality service.
• Ability to lead, motivate and develop others into a high-performing team.
• Experience monitoring performance, analysing data and identifying service improvements.

Responsibilities

• Lead and develop a team of Customer Advisors to deliver high-quality services.
• Provide day-to-day coaching and guidance to colleagues.
• Drive performance against Contact Centre KPIs and drive continuous improvement.
• Plan rotas, annual leave and attendance to meet service demands.
• Monitor data and insights to identify service improvements and review opportunities.
• Resolve escalated enquiries and referrals, including complex cases when appropriate.
• Support policy implementation and operational changes as required.
• Contribute to service improvement projects across the Customer HUB.
• Collaborate with internal/external partners to improve service delivery.
• Promote first contact resolution and Every Contact Counts.

Skills

Team leadership

Customer service

Performance monitoring

Data analysis

Resource planning

Policy compliance

IT skills

Communication

Education

GCSE English

GCSE Maths

CIH Level 4 (advantageous)

Tools

Microsoft Office

Job description

Torus Group is seeking a Customer Hub – Reception Team Leader to lead a team of Customer Advisors across multiple sites (Liverpool, St Helens, Warrington). The role focuses on coaching, performance monitoring and ensuring first-point-of-contact resolutions while maintaining high service standards.

You will work across sites, support out-of-hours on-call duties, and drive continuous improvement through policy adherence, data insights and cross-department collaboration.