Customer Service & Admin Team Leader

Rotherwood; Long Lee; Hybrid; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

Life assurance

Employee assistance programme

Cycle to work

Employee discounts

Training and development opportunities

Job summary

Rotherwood is seeking an experienced Customer Service & Admin Team Leader to oversee a busy team and drive customer satisfaction. The role focuses on frontline leadership, performance coaching and ensuring operational efficiency.

You will manage day-to-day operations, support recruitment and onboarding, and promote a customer-centric culture within a hybrid work setup. This temp-to-perm opportunity offers development and a clear progression path.

Qualifications

• Experience leading a busy customer service/admin team.
• Strong people management and coaching skills.
• Proven ability to meet KPIs and SLAs.

Responsibilities

• Oversee daily operations of the Customer Service & Admin team.
• Set targets and monitor KPIs/SLAs.
• Coach and develop team members; conduct 1-to-1s.

Skills

Team leadership

People management

Coaching & development

Customer service

Problem solving

Communication

Tools

SAP

CRM

Salesforce

Job description

Contract: Temp to Perm

Hours: Monday–Friday, 5:00pm–1:30am, with 1 in 3 weekends

We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.

The Role

As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.

You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.

Key Responsibilities

• Lead and coordinate the daily operations of the Customer Service & Admin team.
• Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.
• Coach, develop and motivate team members to reach their full potential.
• Conduct performance reviews, development plans and regular 1-to-1s.
• Support the recruitment and onboarding of new team members.
• Ensure new employees receive appropriate training and ongoing development.
• Handle customer complaints and ensure issues are resolved promptly.
• Monitor workloads, backlogs and service levels to ensure deadlines are met.
• Identify opportunities to improve customer experience and operational processes.
• Ensure company policies, procedures and processes are followed.
• Deal with day-to-day operational issues and escalat[e] more complex matters where appropriate.
• Promote a positive, collaborative and customer-focused working environment.

About You

• Previous team management or supervisory experience within a busy contact centre environment – essential.
• Experience managing day-to-day customer service operations.
• Strong people management, coaching and development skills.
• Experience working to KPIs and SLAs.
• Excellent customer service and complaint-handling skills.
• Strong communication and problem-solving abilities.
• A well-organised approach with excellent attention to detail.
• Experience with SAP, CRM or Salesforce would be advantageous.

What's on Offer?

• Salary of up to £35,000 once permanent, depending on experience.
• Quarterly bonus of approximately 6% of annual salary once permanent.
• 25 days' holiday.
• Company pension scheme, life assurance.
• Employee Assistance Programme.
• Cycle to Work Scheme.
• Employee discounts.
• Training and development opportunities.
• Hybrid working available.

If you're an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we'd love to hear from you