Customer Service Team Lead: Process & Performance

Pertemps Telford; Oakengates; On-site; GBP 22,000 - 31,000; Full time

Job summary

Pertemps Telford is seeking a Customer Service Team Leader for a full-time temporary contract of around five months, based in Trench, Shropshire. You will report to the Customer Service Manager and lead the Administration Team, ensuring high standards of customer service and timely handling of enquiries.

You will oversee daily workloads, monitor performance, coach staff, develop processes, and generate reports in Excel to support departmental improvements during this busy period.

Qualifications

• Confident and approachable Team Leader with experience managing a small, busy customer service or administration team.
• Proven experience supervising, motivating and supporting a customer service or administration team.
• Excellent organisational and time-management skills, with the ability to prioritise workloads and deadlines.
• Proactive, hands-on approach to managing daily operations and resolving issues.
• Ability to monitor performance, provide constructive feedback and drive improvements.
• Strong communication and interpersonal skills for building relationships.

Responsibilities

• Oversee daily activities of the Administration Team and monitor performance against SLAs.
• Lead coaching and operational support to ensure consistent, efficient service delivery.
• Analyse performance data and produce meaningful reports to drive improvements.
• Support with project work and cross-functional collaboration during a busy period.

Skills

Team leadership

Customer service

Coaching

Communication

Excel

Time management

Organisational skills

Problem solving

Tools

Microsoft Excel

Ticketing systems

Job description

Pertemps Telford is seeking a Customer Service Team Leader for a full-time temporary contract of around five months, based in Trench, Shropshire. You will report to the Customer Service Manager and lead the Administration Team, ensuring high standards of customer service and timely handling of enquiries.

You will oversee daily workloads, monitor performance, coach staff, develop processes, and generate reports in Excel to support departmental improvements during this busy period.