Customer Service Team Lead — SLA‑Focused, Data‑Driven Leader

UKRI; Swindon; On-site; GBP 31,000 - 38,000; Full time

Job summary

UKSBS, based in Swindon, is seeking a Customer Service Team Leader to drive high-quality service delivery through effective team leadership and performance management. The role focuses on SLA achievement, issue resolution, and continuous improvement of customer service processes.

The successful candidate will oversee daily operations, use KPIs to guide improvements, and liaise with internal stakeholders to deliver a proactive, customer-centric service. Interviews start after the closing date.

Qualifications

• Demonstrable experience of pro-actively managing a performance driven team to achieve SLAs consistently.
• Experience of working in a high-volume contact service environment.
• Proven working knowledge of CRM or equivalent systems.
• Focused and driven to achieve success with the ability to lead and motivate others.
• Excellent written and verbal communication skills with ability to build relationships with internal and external contacts.

Responsibilities

• Provide team leadership and management to the customer service and IT team, to ensure the delivery of high-quality services to our clients
• Monitor and evaluate team performance to ensure achievement of SLA’s, KPI’s and other service delivery targets
• Handle escalated customer enquiries and complaints, providing timely and effective resolutions
• Oversee daily operations, including scheduling, workload distribution, and task prioritisation
• Use key KPI’s to guide areas of improvement through the creation of new customer service initiatives
• Work collaboratively with other operational managers, stakeholders, and colleagues to share knowledge and best practice and develop solutions to improve service delivery
• Promote an inclusive, customer centric and proactive team-based culture which identifies, communicates, and addresses customer needs
• Maintain accurate records and documentation of team performance for compliance of any audits
• Prepare reports and presentations for management as required
• Deputise for the Operations Manager and your team when required

Job description

UKSBS, based in Swindon, is seeking a Customer Service Team Leader to drive high-quality service delivery through effective team leadership and performance management. The role focuses on SLA achievement, issue resolution, and continuous improvement of customer service processes.

The successful candidate will oversee daily operations, use KPIs to guide improvements, and liaise with internal stakeholders to deliver a proactive, customer-centric service. Interviews start after the closing date.