Customer Service Team Lead - Coach, KPI Driver & Ops Lead

Cromwell Group (Holdings) Ltd; Brierley Hill; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Bonus scheme

Pension contribution

Annual leave 30 days

Maternity/Paternity pay

Healthcare cash plan

EAP (Employee Assistance Program)

Job summary

Cromwell Group (Holdings) Ltd is seeking a Customer Service Team Leader who will inspire, coach and develop a high-performing team delivering exceptional customer experiences. You will lead from the front, drive operational excellence and engage colleagues across functions to meet performance goals.

Working with Sales, Supply Chain and the wider business, you will champion collaboration, use data to improve service delivery and identify opportunities for continuous improvement while building

Qualifications

• Proven experience leading or supervising a customer service team.
• Strong coaching, leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Experience managing performance through KPIs and service levels.
• Strong analytical, planning and problem-solving skills.
• A collaborative leadership style with a passion for developing people.

Responsibilities

• Lead, coach and develop a high-performing Customer Service team.
• Drive operational performance and achievement of service KPIs.
• Support colleagues through coaching, feedback and performance development.
• Act as the escalation point for complex customer issues.
• Identify opportunities for continuous improvement and operational efficiency.
• Build strong relationships across the business to improve customer outcomes.

Skills

Leadership

Coaching

Stakeholder management

KPI management

Analytical skills

People development

Job description

Cromwell Group (Holdings) Ltd is seeking a Customer Service Team Leader who will inspire, coach and develop a high-performing team delivering exceptional customer experiences. You will lead from the front, drive operational excellence and engage colleagues across functions to meet performance goals.

Working with Sales, Supply Chain and the wider business, you will champion collaboration, use data to improve service delivery and identify opportunities for continuous improvement while building