Customer Service Team Lead – Daily Ops & Client Care

Orange Recruitment; Scotland; On-site; GBP 30,000 - 35,000; Full time

Job summary

Orange Recruitment is seeking a Customer Service Assistant Team Leader in the United Kingdom. The role leads daily customer service activities, allocates workloads, and ensures timely progression of work orders with proactive client updates.

You will monitor performance, support team development and maintain high service standards across client portfolios. The role focuses on leadership, accountability, and delivering consistent, professional communication throughout the customer journey, with

Qualifications

• Experience in a Customer Service, Service Desk, Helpdesk or Account Management environment.
• Experience leading or supervising a Customer Service team.
• Strong understanding of customer service principles and performance management.

Responsibilities

• Lead and coordinate daily Customer Service activities across the team.
• Allocate workloads and oversee effective case management across client portfolios.
• Monitor open jobs and ensure work orders are progressed efficiently and within agreed service levels.
• Review ageing work orders and drive actions to achieve timely completion.
• Monitor contractor progress updates and ensure actions are followed through.
• Review and manage outstanding quotations, approvals and customer responses.
• Identify missed commitments and implement corrective actions to minimise service failures.
• Ensure customers receive proactive updates regarding service requests, works progress and outstanding actions.
• Escalate high-priority issues and service risks appropriately.
• Maintain accurate records within company systems and customer management platforms.
• Ensure account handovers are accurate, complete and effectively communicated.
• Produce regular performance reports and service updates for management.
• Support operational teams in resolving customer queries and service delivery issues.
• Drive continuous improvement initiatives within Customer Service processes.
• Maintain a positive and customer-focused culture within the department.

Skills

Customer service

Team leadership

Performance management

Workload management

Communication skills

Problem solving

CRM/CAFM

Organisational skills

Prioritisation

Stakeholder management

MS Office

Facilities Management

Tools

CRM

CAFM

Outlook

Word

Excel

Teams

Job description

Orange Recruitment is seeking a Customer Service Assistant Team Leader in the United Kingdom. The role leads daily customer service activities, allocates workloads, and ensures timely progression of work orders with proactive client updates.

You will monitor performance, support team development and maintain high service standards across client portfolios. The role focuses on leadership, accountability, and delivering consistent, professional communication throughout the customer journey, with