Customer Service Team Leader

Mainstay Recruitment Solutions Ltd; Aldershot; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

On-site parking

Life Assurance

Pension scheme

Volunteer leave

Employee Assistance Programme

Healthcare cash plan

Job summary

Mainstay Recruitment Solutions Ltd in Aldershot is seeking a Customer Service Team Leader to oversee day-to-day performance of a customer-focused team, manage workloads and ensure timely resolutions. You will coach and support colleagues while handling complex queries and escalations.

This fully office-based role offers a £32,000 salary, Monday to Friday, 08:00-17:00, and benefits such as 25 days annual leave, a contributory pension, Life Assurance and on-site parking in a Defence facilities

Qualifications

• Previous team leadership or supervisory experience within a customer service or contact centre environment.
• A genuine focus on delivering an excellent customer experience.
• Strong communication skills, both written and verbal, with confidence handling challenging or escalated situations.
• Excellent organisation and prioritisation skills, with the ability to manage competing workloads effectively.
• A positive, solutions-focused approach and the ability to adapt to changing priorities.
• Experience of using performance information to improve team performance and identify development needs.
• A proactive approach to continuous improvement, with the confidence to identify and implement better ways of working.
• Good working knowledge of Microsoft Office.

Responsibilities

• Lead, coach and develop a customer service team to achieve agreed performance and customer service objectives.
• Manage day-to-day workflow, resources and attendance to ensure the team operates efficiently.
• Conduct regular one-to-ones, quality reviews, coaching sessions and team meetings.
• Monitor key performance indicators and use performance data to identify development needs, skills gaps and opportunities for improvement.
• Take ownership of complex customer queries and escalated complaints, ensuring issues are progressed through to satisfactory resolution.
• Lead weekly stakeholder reviews, progressing open cases and addressing any barriers to resolution.
• Proactively manage jeopardy cases, particularly those exceeding 30 days, ensuring appropriate intervention and escalation.
• Carry out call and case reviews to maintain quality and embed a consistently customer‑focused approach.
• Identify recurring customer pain points and work collaboratively across the wider business to improve processes and customer journeys.
• Support employee engagement, development and continuous improvement across the team.
• Champion best practice and the organisation's values, leading by example in everything you do.

Skills

Team leadership

Coaching

Customer service

Communication

Organisational skills

Problem solving

Stakeholder management

Job description

Customer Service Team Leader - Aldershot | £32,000 | Permanent | Fully Office Based

Role

As Customer Service Team Leader, you'll oversee the day‑to‑day performance and organisation of a customer‑focused team, ensuring workloads are managed effectively and customers receive timely resolutions. You'll lead from the front, providing coaching, support and direction while creating a positive environment where your team feel motivated and empowered to perform at their best. The role will also involve managing complex customer queries and escalated complaints, working with internal teams and key stakeholders to remove barriers and ensure the right outcomes are delivered.

Responsibilities

• Lead, coach and develop a customer service team to achieve agreed performance and customer service objectives.
• Manage day‑to‑day workflow, resources and attendance to ensure the team operates efficiently.
• Conduct regular one‑to‑ones, quality reviews, coaching sessions and team meetings.
• Monitor key performance indicators and use performance data to identify development needs, skills gaps and opportunities for improvement.
• Take ownership of complex customer queries and escalated complaints, ensuring issues are progressed through to satisfactory resolution.
• Lead weekly stakeholder reviews, progressing open cases and addressing any barriers to resolution.
• Proactively manage jeopardy cases, particularly those exceeding 30 days, ensuring appropriate intervention and escalation.
• Carry out call and case reviews to maintain quality and embed a consistently customer‑focused approach.
• Identify recurring customer pain points and work collaboratively across the wider business to improve processes and customer journeys.
• Support employee engagement, development and continuous improvement across the team.
• Champion best practice and the organisation's values, leading by example in everything you do.

You’ll ideally have:

• Previous team leadership or supervisory experience within a customer service or contact centre environment.
• A genuine focus on delivering an excellent customer experience.
• Strong communication skills, both written and verbal, with confidence handling challenging or escalated situations.
• Excellent organisation and prioritisation skills, with the ability to manage competing workloads effectively.
• A positive, solutions‑focused approach and the ability to adapt to changing priorities.
• Experience of using performance information to improve team performance and identify development needs.
• A proactive approach to continuous improvement, with the confidence to identify and implement better ways of working.
• Good working knowledge of Microsoft Office.
• Please note: the site is not accessible by public transport, so a full driving licence and access to your own transport are essential.

What’s on Offer

• £32,000 salary
• Monday to Friday, 08:00-17:00
• Fully office‑based position
• 25 days annual leave
• Up to 6% contributory pension scheme
• Volunteer leave
• Life Assurance
• Free on‑site parking
• Employee Assistance Programme
• Refundable eye tests
• Healthcare cash plan and discounts
• Employee referral scheme
• Opportunity to develop within a major Defence facilities management environment