Customer Service Team Leader

Yolk Recruitment Ltd; Cardiff; On-site; GBP 30,000 - 32,000; Full time

Job summary

A leading legal firm in Cardiff is seeking a Customer Service Team Leader to manage the Client Onboarding Team. This role involves leading the team to achieve high standards of client care, supporting them in their development and performance. Exceptional communication skills and prior experience in a leadership role are essential for success in this position.

Benefits

Bonus scheme

23 days holiday plus bank holidays

Gym Discounts

Career Development opportunities

Milestone Recognition

Team Culture events

Refer a Friend Scheme

Qualifications

• Previous experience in a leadership or team lead role.
• Strong communication, persuasion, and coaching skills.
• Commercial awareness and a client-focused approach.

Responsibilities

• Lead and support the quoting and onboarding functions.
• Inspire, coach, and manage the team through regular reviews.
• Monitor productivity and KPIs, adjusting workflows accordingly.

Skills

Communication

Persuasion

Coaching

Analytical mindset

Client-focused approach

Tools

CRM/CSM systems

General IT tools

Job description

Customer Service Team Leader

Location: Cardiff City Centre | Full-Time, Permanent | Salary £30-£32,000

Yolk Recruitment is working with an award winning and client-focused legal firm in Cardiff, who are on the lookout for a motivated and customer-centric Team Leader to manage the Client Onboarding Team.

You'll be at the forefront of our client journey, helping shape the first impression and ensuring a smooth, professional experience from the initial quote to onboarding. This is a fantastic opportunity for someone with a proven leadership background, strong sales acumen, and a passion for delivering exceptional client service.

What You'll Be Doing:

• Lead and support the quoting and onboarding functions to achieve conversion targets and deliver high standards of client care.
• Inspire, coach, and manage the team through regular 1:1s, performance reviews, and ongoing development.
• Monitor productivity and KPIs, adjusting workflows and setting clear goals to align with departmental objectives.
• Evaluate performance through call quality assessments and data analysis, providing actionable feedback for improvement.
• Collaborate across departments, represent the team in meetings, and contribute to strategic planning and service enhancement.

The Experience You'll Bring:

• Previous experience in a leadership or team lead role
• Strong communication, persuasion, and coaching skills.
• Commercial awareness and a client-focused approach.
• Legal or property sector experience desirable but not essential.
• Analytical mindset with the ability to interpret performance data.
• Proficient in CRM/CSM systems and general IT tools.

What You'll Get in Return:

• Salary of £30-32k plus bonus scheme
• Hours: Monday - Friday, 8:30am - 5:00pm
• Holidays: 23 days holiday plus bank holidays, your birthday off, a personal day, and a discretionary paid day over Christmas. Buy up to 3 extra days of leave each year
• Gym Discounts: Reduced membership rates to support your well being
• Career Development: Grow with learning and development opportunities
• Milestone Recognition: Celebrate your hard work and loyalty Team Culture: Get involved with company-wide events, charity initiatives, and networking socials Refer a Friend Scheme: Earn rewards for helping us grow the team