Customer Service Team Lead: Inspire, Coach & Drive KPIs

Cromwell; Wigston; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Bonus scheme

Pension

30 days annual leave

Maternity/Paternity pay

Healthcare cash plan

Employee Assistance Programme

Job summary

Cromwell in Wigston is looking for a Customer Service Team Leader to inspire, coach and develop a high-performing team focused on exceptional customer experiences. You will lead from the front, drive performance, and collaborate with Sales, Supply Chain and other functions to improve service delivery.

You will use data and insights to identify opportunities, coach staff, manage performance against KPIs, and build strong cross-functional relationships.

Qualifications

• Experience leading or supervising a customer service team.
• Strong coaching and people management skills.
• Experience using KPIs to monitor performance.

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

KPI Management

Stakeholder Management

Data Analysis

Communication

Job description

Cromwell in Wigston is looking for a Customer Service Team Leader to inspire, coach and develop a high-performing team focused on exceptional customer experiences. You will lead from the front, drive performance, and collaborate with Sales, Supply Chain and other functions to improve service delivery.

You will use data and insights to identify opportunities, coach staff, manage performance against KPIs, and build strong cross-functional relationships.