Customer Service Team Lead

JR United Kingdom; Rainham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Team Leader to drive performance and motivate a team in a thriving call centre environment. This role offers the chance to lead a dedicated customer service team, focusing on sales, retention, and exceptional service delivery. With a clear pathway for career progression, you will play a vital role in enhancing customer satisfaction and achieving business goals. If you are a confident leader with a passion for customer service and a desire to make a significant impact, this opportunity is perfect for you.

Benefits

20 days holiday (plus bank holidays)

Clear career progression

Work from home every Friday

Qualifications

• 4-5 years experience in an insurance call centre, ideally as a team lead.
• Strong leadership and sales awareness with excellent communication skills.

Responsibilities

• Lead and coach the Customer Care team to achieve sales and service targets.
• Conduct performance reviews and manage team rotas for optimal coverage.

Skills

Leadership

Sales Experience

Communication Skills

Customer Service

Motivation

Job description

Rainham, Essex (4 days in office, Fridays from home)

We’re looking for an experienced call centre agent, with experience of leading a team to join as the Customer Care Team Leader in this fast-growing call centre operation.

We're looking for someone with good Insurance experience who is a natural motivator with strong leadership and sales experience. This is a great opportunity to step into a role with genuine career progression—both within the contact centre and across the wider business.

About the role

As the Customer Care Team Leader, you’ll support and develop a customer service team, leading with energy and empathy. You’ll help drive customer satisfaction, new business and renewals, while ensuring SLAs are met across calls, chats and emails.

• Hours: Monday–Friday, 9am–5pm
• 4 days per week in the office
• Work from home every Friday
• 20 days holiday (plus bank holidays), increasing by 1 day per year up to 25
• Clear career progression for high performers

What you’ll do

• Lead and coach the Customer Care team to achieve sales, retention, and service targets
• Conduct monthly 1-2-1s, performance reviews, and team meetings
• Manage team rotas and ensure strong workflow coverage
• Identify development opportunities and work with the training team to upskill staff
• Collaborate on business forecasting, renewal planning, and customer insights
• Ensure full compliance with FCA, GDPR, and internal standards

What we’re looking for

• A confident, motivational team leader with strong sales awareness
• 4-5 years+ experience in an insurance (Motor preferred) call centre, ideally as a team lead or aspiring to be in a team lead role
• Excellent communication and people management skills
• Organised, reliable and committed to exceptional service
• Experience in a customer service or contact centre leadership role

If you're ready to lead from the front and grow with a company that values talent and rewards ambition, apply now!