Customer Service Team Leader

The Portfolio Group; Hinckley; On-site; GBP 45,000 - 65,000; Full time

Job summary

Portfolio Group is seeking an experienced Solutions Manager to lead a busy client-facing team, owning day-to-day performance, resolving client issues quickly, and maintaining high service standards.

You will work with internal stakeholders to identify root causes of complaints and drive process improvements to enhance the overall client experience.

Qualifications

• Previous management experience within a customer service, complaints, resolutions or similar environment.
• A strong track record of managing teams and delivering against KPIs and SLAs.
• Confident dealing with difficult or sensitive client conversations.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Excellent organisation and attention to detail.

Responsibilities

• Managing, mentoring and supporting the Solutions team
• Overseeing client complaints and ensuring these are resolved within agreed SLAs
• Monitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where required
• Carrying out regular reporting and root cause analysis to identify recurring issues
• Working with stakeholders across the business to improve client service and reduce complaints
• Introducing new processes and initiatives to improve the way the team operates
• Supporting with recruitment, onboarding and training of new team members

Job description

Are you an experienced people manager who thrives on solving complex customer issues?

We’re looking for an experienced Solutions Manager to lead a busy client-facing team within a growing business.

This is a hands-on management role where you’ll be responsible for the day-to-day performance of the team, ensuring client issues and complaints are handled quickly and effectively, whilst maintaining a high standard of service.

You’ll work closely with internal stakeholders, look at the root cause behind complaints and identify ways to improve processes and the overall client experience.

What you’ll be doing:

• Managing, mentoring and supporting the Solutions team
• Overseeing client complaints and ensuring these are resolved within agreed SLAs
• Monitoring team performance against KPIs and quality standards, handling more complex or escalated client issues where required
• Carrying out regular reporting and root cause analysis to identify recurring issues
• Working with stakeholders across the business to improve client service and reduce complaints
• Introducing new processes and initiatives to improve the way the team operates
• Supporting with recruitment, onboarding and training of new team members

What we’re looking for:

• Previous management experience within a customer service, complaints, resolutions or similar environment
• A strong track record of managing teams and delivering against KPIs and SLAs
• Confident dealing with difficult or sensitive client conversations
• Strong problem-solving skills and the ability to remain calm under pressure
• Excellent organisation and attention to detail

This would suit someone who genuinely enjoys problem solving, managing people and improving the customer experience, and wants a role where they can have a real impact on how a team operates.

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