Customer Service Team Leader

The Acorn Group; Halesowen; On-site; GBP 28,000 - 34,000; Full time

Job summary

The Acorn Group is seeking a Customer Service Team Leader in Halesowen to lead a busy team and drive service excellence. You will coach staff, monitor QA, and ensure KPIs and SLAs are met while resolving customer complaints and supporting the Team Manager with resource planning.

We look for hands-on leaders who can motivate others, maintain high standards, and help improve customer outcomes while embodying the company values and safety culture.

Qualifications

• Experience leading a high-performing customer service team.
• Proven ability to train and develop staff.
• Strong focus on achieving KPIs and service levels.

Responsibilities

• Coach and upskill team members across Customer Service and Driver Success; monitor QA and report findings.
• Ensure colleagues meet and aim to exceed KPIs and SLA targets.
• Take ownership of resolving and managing customer complaints; use Respond effectively.
• Support Team Manager in resource planning, sickness and punctuality.
• Manage performance through 1:1 processes and feedback.

Skills

Team leadership

Customer service

Performance management

Data-driven decisions

SLA/KPI management

Problem solving

Job description

Role: Customer Service Team Leader

Location: Halesowen

Salary: £31,143 plus up to £2000 per annum performance related bonus

Working Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.

Early Shift: 8:30am - 17:00pm

Mid Shift: 9:00am - 17:30pm

Late Shift: 10:00am - 18:30pm

What you will be doing:

• Coach and upskill team members across Customer Service and Driver Success, managing QA monitoring and reporting to identify development needs and drive continuous improvement in service quality
• Ensure colleagues meet current KPIs and aim to exceed them
• Take ownership to resolve and manage complaints, utilising Respond effectively
• Ensure team adherence to expected standards
• Support Team Manager to Plan and manage resource, including sickness, absence and punctuality
• Manage performance through the 1:1 process
• Share daily feedback on Customer Service and Driver Success Team performance, call stats and SLA/KPI analysis
• Act as a visible leader and ambassador to deliver our defined Project Anchor strategy, driving employee engagement and championing the Social Committee to deliver inclusive initiatives that strengthen colleague connection, participation and wellbeing
• Manage workload across functions to support service levels and team performance
• Maintain and develop own performance
• Demonstrate and role model our company Values
• Complete all tasks relevant to our Manager Essentials
• Support customer call handling where required to meet business needs
• Support strategy and delivery of new initiatives
• Act as required as a Fire Marshal and First Aider and be a key holder to open and lock up the office at start and end times.

What we're looking for:

• Proven experience leading, motivating and developing a high-performing team in a fast-paced customer service environment
• A values-led leader who consistently role models the organisation’s values and builds them into everyday decisions and behaviours
• A strong sense of ownership and commercial awareness, approaching the operation with the care, accountability and initiative of a business owner
• A genuine commitment to our core mission of improving road safety, with the ability to connect team activity and customer outcomes to that wider purpose
• An energetic, visible and hands-on leadership style, with a willingness to get involved and support the team when required
• Very passionate about colleague engagement, creating an inclusive environment in which people feel informed, involved and motivated to contribute
• Able to translate business strategy into clear team priorities and drive consistent delivery
• Confident in managing performance against SLAs and KPIs, using data and insight to maintain service standards and address underperformance promptly
• A continuous-improvement mindset, with a track record of identifying opportunities, challenging existing ways of working and delivering measurable improvements

Additional Information:

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.