Customer Service Leader — Quality, Coaching & Growth

VUE group; Salford; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Friendly culture

Fast-growing organisation

Job summary

VUE group is seeking a Customer Service Team Leader in Salford for a fixed-term, full-time role (37.5 hours, Mon-Fri) based in our Salford office. You will lead the customer service team, ensuring high-quality service and strong customer relationships across resolver groups and tickets.

The role focuses on monitoring and improving service performance, training the team, and coordinating with internal stakeholders to achieve KPIs and continuous improvement across processes.

Qualifications

• Experience leading a customer service team.
• Experience managing incidents or business issues.
• Strong communication and interpersonal skills.
• Ability to recruit, train and onboard new starters.

Responsibilities

• Ensure delivery of excellent service to customers in line with ISO 9001 standards.
• Define and deliver internal management information reporting across the team.
• Act as incident manager for issues considered complaints or high priority and feed back to Head of Operations.
• Assist account managers in service reviews for customer projects and complaints.
• Continued improvements in processes and documentation.
• Lead recruitment and onboarding for new starters.
• Attend bi-weekly team leader meetings to represent your teams.
• Manage workload flow through the orderbook and allocate workflow for the team.
• Manage performance via 1-2-1s and end-of-year reviews.

Skills

Leadership

Customer service

Incident management

Team management

Communication

Job description

VUE group is seeking a Customer Service Team Leader in Salford for a fixed-term, full-time role (37.5 hours, Mon-Fri) based in our Salford office. You will lead the customer service team, ensuring high-quality service and strong customer relationships across resolver groups and tickets.

The role focuses on monitoring and improving service performance, training the team, and coordinating with internal stakeholders to achieve KPIs and continuous improvement across processes.