Customer Service Team Lead: People & Performance

Recruitment Direct; Ludlow; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Life assurance

5% matched pension

Medical cash plan

Cycle to work scheme

23 days annual leave + bank holidays

Job summary

Recruitment Direct is seeking an experienced Customer Services Team Leader for a full-time, permanent role in South Shropshire. You will lead a team of 10–15 colleagues, drive performance to meet SLAs, and foster a positive, customer-focused culture.

You will coach and develop staff, oversee workloads and training, and work with quality teams to continuously improve processes while maintaining high service standards. This role is office-based, with 37.5 hours per week and competitive benefits.

Qualifications

• Leadership experience within a customer service environment.
• Experience of managing and developing a team of 10+.
• Proven administration skills in an office environment.
• Sound awareness of business practices.
• Experience of complaints handling and customer care (desirable).
• Demonstrates ownership and plan-time effectively to deliver results.
• Able to use standard Microsoft packages.
• Patient and capable of encouraging, motivating and supporting team members.

Responsibilities

• Manage a team of 10-15 customer service colleagues.
• Monitor daily performance against SLAs and KPIs; ensure targets met.
• Identify risks and implement corrective actions with the Service Performance Lead.
• Handle enquiries, complaints and escalations promptly; foster a customer-focused culture.
• Manage workloads, leave, training and absence to meet demand; support continuity.
• Collaborate with Quality & Development Officer to improve processes and reporting.
• Set clear performance expectations; conduct regular reviews and coaching.
• Identify training needs and deliver ongoing training and development across the team.

Skills

Leadership

Team development

Time management

Customer care

Complaint handling

Microsoft packages

Tools

MS Office

CRM software

Scheduling tools

Job description

Recruitment Direct is seeking an experienced Customer Services Team Leader for a full-time, permanent role in South Shropshire. You will lead a team of 10–15 colleagues, drive performance to meet SLAs, and foster a positive, customer-focused culture.

You will coach and develop staff, oversee workloads and training, and work with quality teams to continuously improve processes while maintaining high service standards. This role is office-based, with 37.5 hours per week and competitive benefits.