Customer Service Team Lead

Tate; Manchester; On-site; GBP 34,000 - 42,000; Full time

Job summary

Tate in Manchester is seeking a skilled Customer Service Team Leader to guide and develop an in-house team, ensuring delivery of excellent service. You will set KPI targets, coach staff, and collaborate with internal teams to promote best practices. The role focuses on strong client relationships and effective escalation handling.

Ideal candidates will have proven leadership, excellent communication, and a proactive approach to improving the customer journey in a fast-paced environment.

Qualifications

• Experience leading a customer service team in fast-paced environments.
• Proven ability to coach and develop staff.
• Strong communication and collaboration with stakeholders.
• Ability to analyse trends and identify improvements.

Responsibilities

• Lead and mentor a team of in-house Customer Service Advisors.
• Set clear expectations, KPIs and objectives and help your team achieve them.
• Deliver regular coaching, feedback and development sessions.
• Collaborate with internal teams to champion best practices.
• Manage key client accounts and build strong long-lasting relationships.
• Act as the first point of escalation for complex customer queries.
• Produce reports, highlight trends and identify improvement opportunities.
• Work closely with stakeholders and management to support wider business goals.
• Attend client review meetings.
• Handle general administrative tasks as required.

Skills

Leadership

Mentoring/Coaching

Customer Service

Communication

Problem Solving

Stakeholder Management

Job description

• Lead, mentor and support a team of in-house Customer Service Advisors
• Set clear expectations, KPIs and objectives and help your team achieve them
• Deliver regular coaching, feedback and development sessions
• Collaborate with internal teams to champion best practices
• Manage key client accounts and build strong long-lasting relationships
• Act as the first point of escalation for complex customer queries
• Produce reports, highlight trends and identify improvement opportunities
• Work closely with stakeholders and management to support wider business goals
• Attend client review meetings
• Handle general administrative tasks as required Experience in a fast-paced customer service environment
• Strong leadership skills with the ability to motivate and inspire
• Clear, confident communication at all levels
• A natural ability to resolve issues and build a positive team culture
• Hands-on experience training, mentoring, or supervising customer service teams
• Exceptional attention to detail
• A passion for results and continuously improving the customer journey
• A positive, proactive, team-player attitude