Customer Service Team Leader

Thorn Baker Recruitment Ltd; East Midlands; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading company in the logistics sector is seeking an enthusiastic Customer Service Team Leader based in Annesley. In this permanent full-time role, you will spearhead a dedicated team to ensure outstanding service and performance. This position promises career growth towards senior management within a supportive work culture.

Benefits

Ongoing training and development

Clear route to senior management roles

Supportive team culture

Structured work week with early Friday finish

Qualifications

• Experience in customer service leadership or supervisory role is essential.
• Calm, organized, and proactive under pressure.

Responsibilities

• Manage daily operations across inbound and outbound customer calls.
• Lead a team of 4 to deliver against KPIs and service standards.
• Handle escalated queries and customer complaints.

Skills

Communication

Coaching

Problem Solving

Tools

CRM/call-handling systems

Job description

Customer Service Team Leader

Annesley | £28,000 – £30,000 DOE
Monday–Thursday: 8:00–17:00 | Friday: 8:00–16:00
Inbound & Outbound Call Centre | Permanent, Full-Time
Logistics Industry

We’re looking for an experienced and driven Customer Service Team Leader to join a busy call centre team in the logistics sector, based in Annesley. You’ll lead a team of four customer service and telesales professionals, ensuring outstanding customer experiences and team performance.

This is a permanent position with structured hours and excellent long-term career progression opportunities into senior management.

Key Responsibilities:

• Manage daily operations across inbound and outbound customer calls
• Lead, motivate, and support a team of 4 to deliver against KPIs and service standards
• Handle escalated queries and customer complaints with confidence and professionalism
• Deliver regular 1:1s, coaching sessions, and team meetings
• Monitor team performance and identify development or improvement opportunities
• Support onboarding and training of new team members
• Work cross-functionally with other departments to resolve customer issues and streamline processes
• Drive a culture of continuous improvement and customer satisfaction

What We’re Looking For:

• Previous experience in a customer service leadership or supervisory role
• Strong communication, coaching, and problem-solving skills
• Calm, organised, and proactive under pressure
• Confident handling complaints and supporting complex customer queries
• Familiarity with CRM/call-handling systems and performance reporting

What We Offer:

• Competitive salary: £28,000 – £30,000 depending on experience
• Clear route to senior management roles in a growing business
• Supportive team culture in a fast-paced environment
• Ongoing training and development
• Structured work week with early Friday finish

Step into leadership and shape the future of customer service in the logistics sector.
Apply now to start your next career chapter.

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