Customer Service Team Lead: Inspire, Coach & Improve KPIs

Cromwell Group (Holdings) Ltd; Leicester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive bonus scheme

Enhanced pension contribution

30 days annual leave including Bank H—

Enhanced Maternity & Paternity pay

Healthcare Cash Plan

Employee Assistance Programme

Job summary

Cromwell Group (Holdings) Ltd is seeking a Customer Service Team Leader in the United Kingdom. The role focuses on leading and coaching a high-performing customer service team, driving service KPIs, and collaborating with Sales, Supply Chain and other functions to improve customer outcomes.

You will champion continuous improvement, manage performance, and build strong cross-functional relationships while supporting the business in delivering exceptional customer experiences.

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.
• 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

People management

Communication

Stakeholder management

Performance management

Tools

CRM software

Job description

Cromwell Group (Holdings) Ltd is seeking a Customer Service Team Leader in the United Kingdom. The role focuses on leading and coaching a high-performing customer service team, driving service KPIs, and collaborating with Sales, Supply Chain and other functions to improve customer outcomes.

You will champion continuous improvement, manage performance, and build strong cross-functional relationships while supporting the business in delivering exceptional customer experiences.