Customer Service / Business Support Customer Service Team Leader

Success Talent; Reading; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading recruitment firm in the United Kingdom is looking for a Customer Service Team Leader to guide and develop Contact Centre Advisors. The role involves coaching the team to meet performance targets, monitoring service quality, and handling escalated inquiries. Ideal candidates will have experience in a contact centre, strong communication skills, and familiarity with Zendesk. This position offers a collaborative environment, growth opportunities, and competitive salary.

Benefits

Dynamic team environment

Growth and development opportunities

Competitive salary and incentives

Qualifications

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Coach and develop a team of Contact Centre Advisors to achieve performance targets.
• Monitor key metrics to ensure service quality.
• Handle escalated inquiries and complaints professionally.

Skills

Team leadership

Coaching

Problem-solving

Communication

Tools

Zendesk

CRM systems

Job description

Are you passionate about driving performance and creating a positive team culture? We’re looking for a Customer Service Team Leader to inspire, coach, and empower Contact Centre Advisors to deliver exceptional results and outstanding customer experiences.

What You’ll Do

• Lead & Motivate : Coach and develop a team of Contact Centre Advisors to achieve individual and team performance targets.
• Performance Excellence : Monitor key metrics such as Average Handle Time (AHT), call answer rates, and abandoned call rates to ensure service quality.
• Quality & Accuracy : Ensure calls are logged in Zendesk with at least 90% accuracy (stretch goal : 95%) and maintain accurate customer records in our CRM.
• Operational Oversight : Manage agent schedules, breaks, and adherence for optimal staffing and service levels.
• Customer Focus : Handle escalated inquiries and complaints professionally, aiming to exceed expectations while balancing business needs.
• Quality Assurance : Monitor calls to maintain high-quality standards, with a minimum of “Meets Expectations” and a stretch goal of “Exceeds Expectations.”

What We’re Looking For

• Proven experience in team leadership within a contact centre or similar environment.
• Strong coaching and motivational skills.
• Excellent communication and problem‑solving abilities.
• Familiarity with Zendesk and CRM systems is a plus.

Why Join Us?

• Be part of a dynamic, supportive team.
• Opportunities for growth and development.
• Competitive salary and performance‑based incentives.

Ready to lead and make an impact? Apply now and help deliver exceptional service every day!