Customer Service Team Leader

The Business Connection; Chester; On-site; GBP 24,000 - 29,000; Full time

Job summary

A global customer service firm in Chester is seeking a Customer Service Team Leader for a 12-month contract. The role involves leading a multi-brand team, managing customer interactions, and ensuring service excellence. Ideal candidates will have team leadership experience and a motivation for outstanding customer service. A comprehensive benefits package, including 26 days annual leave and a bonus scheme, is offered.

Benefits

26 days annual leave

Company bonus scheme

Contributory pension

Life assurance

Free onsite parking

Qualifications

• Experience in leading teams successfully while coaching and assisting team members.
• Ability to manage workloads and priorities.
• Attention to detail and motivation to offer outstanding customer experience.

Responsibilities

• Lead the Customer Service team and handle escalations.
• Manage inbound call volumes and live chat interactions.
• Monitor performance of team members and provide feedback.

Skills

Team leadership

Customer service excellence

Data entry in CRM

Multitasking

Complaint handling

Tools

CRM systems

Job description

Customer Service Team Leader (12-month contract)

Location: Chester

Salary: £29,000

Our client is seeking a dynamic and motivated Customer Service Team Leader to lead their multi‑brand Customer Service team. The role supports the Management team, ensuring all customer queries are handled to the highest standards, with service excellence critical to business success. The Team Leader acts as an escalation point for team members and other internal teams regarding customer queries.

This is an exceptional opportunity to join a global company in its modern Chester office. The position is a full‑time 12‑month fixed‑term contract with working hours Monday‑Friday 8:30am‑4:30pm.

The Team Leader will receive a comprehensive benefits package, including 26 days annual leave plus bank holidays, company bonus scheme, contributory pension, life assurance, free onsite parking, and more.

Key Responsibilities

• Be the first point of contact for B2B customers
• Provide support for handling incoming interactions and escalations as per correct procedures
• Manage high inbound call volumes while maintaining interactions via live chat and case management
• Accurately enter and maintain data in the CRM system
• Understand and confidently discuss product portfolios across multiple brands with B2B customers
• Work towards set KPIs and targets
• Effectively handle complaints in line with regulatory requirements
• Provide troubleshooting solutions to support customer queries
• Assess the training and development needs of team members and ensure this is delivered, developing the team into a multi‑skilled group that adapts to business needs
• Monitor performance of team members, motivating them through regular feedback and focusing on areas of improvement
• Identify ways to improve processes where applicable and provide feedback to Management on areas that can be improved

Essential Experience

• Experience in leading teams successfully while coaching and assisting team members
• Experience setting, maintaining and meeting personal and team KPIs
• Motivation and drive to offer outstanding customer experience in every interaction, including inbound/outbound calls, emails, and live chat
• Attention to detail
• Ability to multitask, updating cases in CRM during call handling
• Capability to learn complex product portfolios
• Experience maintaining data in CRM to enable reporting and analysis of trends
• Case management experience
• Ability to manage own workloads and priorities

Unfortunately, due to time restrictions we cannot respond to every applicant; if you have not been contacted within 48 hours you may have not been successful for this particular role. Your details will be kept on file for future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.