Customer Service Team Lead — Flexible Work & Growth

Xplor Education; Newcastle upon Tyne; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Paid Parental Leave

Volunteer days

Diversity & Inclusion initiatives

Mental health support

Flexible working arrangements

Job summary

Xplor in Newcastle is seeking a Customer Service Team Lead to manage a regional team of Contact Support Advisors. You will provide leadership, coaching and guidance, delegate core work, oversee performance, and support development across your team.

The role focuses on maintaining high standards of customer service, driving improvements, and ensuring adherence to data protection procedures. A strong background in call centre operations and people management is essential.

Qualifications

• Proven ability to prioritise and manage workload for self and a team to meet deadlines and metrics
• Background in Call Centre Operations preferred
• Demonstrated people management skills with a track record of developing others
• Ability to build strong relationships with consumers, customers and internal colleagues
• Experience in a consumer services or credit control environment is a plus
• Able to identify problems and provide effective solutions
• Capable of leading and motivating a team to deliver exceptional service
• Self-motivated with a drive to achieve personal goals
• A team player who can support beyond core duties
• Aligns with company values and behaves professionally

Responsibilities

• Provide coaching and support to Contact Support Advisors
• Serve as escalation point for concerns
• Contribute to internal communications flow to teams
• Supervise and ensure adherence to company standards and policies
• Set goals to support annual performance assessments
• Support infrastructure to improve consumer experience
• Manage team KPIs, performance management, and reporting
• Conduct call quality reviews and provide feedback for improvement
• Represent the voice of the consumer to reflect satisfaction
• Ensure onboarding and offboarding processes are robust and supportive

Skills

Prioritisation

Workload management

People management

Team leadership

Customer service

Communication

Relationship building

Problem solving

Motivation & coaching

Flexibility

Education

Call Centre Operations experience

Job description

Xplor in Newcastle is seeking a Customer Service Team Lead to manage a regional team of Contact Support Advisors. You will provide leadership, coaching and guidance, delegate core work, oversee performance, and support development across your team.

The role focuses on maintaining high standards of customer service, driving improvements, and ensuring adherence to data protection procedures. A strong background in call centre operations and people management is essential.