Customer Service Team Leader

Tulip Recruitment; Coventry; On-site; GBP 30,000 - 40,000; Part time

Job summary

A recruitment agency in Coventry is seeking an experienced Customer Service Team Leader to manage a dynamic team and drive performance improvements. The successful candidate will ensure best practices are followed within the records management operation. Ideal for a proactive leader with strong organization and supervisory skills, this role offers a temporary position with working hours from Monday to Friday, 9 am to 5 pm.

Qualifications

• Relevant experience in a customer service or administration role.
• Strong organisational skills to manage multiple tasks effectively.
• Proven supervisory experience ideally within customer service functions.

Responsibilities

• Lead and supervise the customer service and admin team daily.
• Allocate team resources effectively to meet targets.
• Track team performance using KPIs for continuous improvement.

Skills

Customer service experience

Organisational skills

Team collaboration

Problem-solving

Proficiency in Microsoft Office (Excel)

Flexibility and adaptability

Job description

We are seeking an experienced Customer Service Team Leader to join our client's team on an ongoing temporary basis. This role is ideal for a proactive, results‑driven leader with a passion for customer service and operational excellence. The successful candidate will play a key role in managing a dynamic team, ensuring best practices are followed, and driving performance improvements within the records management operation.

Working hours are Monday to Friday 9am to 5pm.

Target start date is Monday 5 January 2026.

Key Responsibilities

• Lead & supervise the customer service & admin team on a daily basis
• Allocate team resources effectively to meet SLA requirements and targets
• Track team performance using KPIs, supporting continuous improvement
• Train and mentor team members to build skills, maintain morale, and enhance performance
• Suggest and implement process improvements to increase efficiency and accuracy
• Collaborate with other teams to resolve operational issues and ensure smooth workflows
• Ensure compliance with health & safety procedures, company policies, and processes
• Oversee equipment safety & maintenance ensuring all tools are used appropriately and safely
• Provide regular reports & updates to management on team performance and key metrics

The Ideal Candidate Will Have

• Relevant experience in a customer service or administration role
• Strong organisational skills with the ability to effectively manage multiple tasks
• Effective time management and punctuality, ensuring deadlines are consistently met
• Team collaboration skills, with the ability to work independently and as part of a wider team
• Proven supervisory/leadership experience in managing teams, ideally within customer service or admin functions
• Problem‑Solving abilities to resolve challenges quickly and effectively
• Proficiency in Microsoft Office, particularly Excel, for tracking data and generating reports
• Ability to work under pressure, handling multiple priorities and maintaining quality service
• Flexibility & adaptability, comfortable in a fast‑moving and evolving environment