Customer Service Team Lead

Placements24; Southampton; On-site; GBP 19,000 - 28,000; Full time

Benefits offered by this job

Leadership bonus

Health insurance

Career development

Office environment

Job summary

Placements24 is seeking an experienced Customer Service Team Lead to guide an on-site support team in Randburg. You will oversee daily operations, coach staff, and drive process improvements to deliver outstanding customer experiences.

In this role, you will monitor performance, resolve complex escalations, and develop robust workflows while ensuring adherence to SLAs and company policies. A hands-on leadership style is essential in our dynamic office environment.

Qualifications

• Proven experience in a customer service supervisory or leadership role.
• Strong leadership, coaching, and team management skills.
• Solid understanding of customer service principles and best practices.
• Ability to use helpdesk software and CRM systems effectively.

Responsibilities

• Lead, motivate, and manage a team of customer service representatives to achieve performance goals.
• Provide ongoing coaching, training, and performance feedback to team members.
• Monitor team performance metrics and implement strategies for improvement.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Develop and refine customer service processes and workflows for optimal efficiency.
• Ensure adherence to company policies and service level agreements.

Skills

Team leadership

Coaching

Customer service principles

Performance management

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Team Lead to guide their support team in Randburg . This leadership role is essential for driving exceptional customer satisfaction through effective team management, training, and process improvement. You will be responsible for overseeing daily operations, coaching team members, and ensuring that all customer interactions meet the highest standards of quality and efficiency. This is an on-site position that requires strong leadership presence and hands‑on management within our Randburg office.

Key Responsibilities

• Lead, motivate, and manage a team of customer service representatives to achieve performance goals.
• Provide ongoing coaching, training, and performance feedback to team members.
• Monitor team performance metrics and implement strategies for improvement.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
• Develop and refine customer service processes and workflows for optimal efficiency.
• Ensure adherence to company policies and service level agreements.

Requirements

• Proven experience in a customer service supervisory or leadership role.
• Excellent leadership, coaching, and team management skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with helpdesk software and CRM systems.
• Ability to handle complex customer escalations and resolve issues effectively.
• Based in or willing to commute to Randburg for this office-based role.

Benefits

• Attractive salary with leadership bonus opportunities.
• Comprehensive health insurance and other employee benefits.
• Structured career development path and leadership training.
• A professional and supportive office environment in Randburg .

Opportunity to make a significant impact on team performance and customer experience.