Customer Service Team Leader

The Adecco Group; Huntingdon; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

22 days annual leave

25 days after service

Critical illness cover

Life assurance

Employee Assistance Programme (EAP)

Ongoing training and development

Career progression opportunities

Free onsite parking

Complimentary refreshments

Company social events

Job summary

The Adecco Group is seeking an experienced Customer Service Team Leader to develop people and drive exceptional customer experiences. The role blends team leadership with hands-on customer service responsibilities and includes ongoing development opportunities.

Approximately 20-30% of the role involves supporting day-to-day operations while leading a high-performing team. You will drive performance, improve processes and help shape the future of customer service within the organisation.

Qualifications

• Experience as a Customer Service Team Leader.
• Excellent written and verbal communication skills.
• Ability to coach, influence and develop others.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities and competing demands.
• Good IT skills, including Microsoft Office applications.
• Experience in a fast-paced environment with attention to detail.

Responsibilities

• Lead, motivate and develop a customer service team through coaching, mentoring and regular one-to-one meetings.
• Manage team performance, conduct and behaviours in line with company expectations.
• Facilitate team meetings and maintain a positive, performance-focused culture.
• Support onboarding, training and succession planning activities.
• Act as the primary escalation point for customer complaints and service concerns.
• Ensure customer enquiries are managed within agreed service levels.
• Work with internal stakeholders to resolve issues and improve outcomes.
• Prioritise workloads and manage service level performance.
• Create, review and maintain SOPs.
• Identify and implement opportunities for process improvement and operational efficiency.
• Encourage adoption of technology, automation and new ways of working.
• Support wider projects to improve service delivery.
• Remain involved in day-to-day customer service tasks.

Skills

Team leadership

Communication

Coaching

Problem solving

Multitasking

Attention to detail

IT skills

Tools

Salesforce

Dynamics 365

CRM systems

ERP systems

Job description

Are you an experienced Customer Service Team Leader, with a passion for developing people, improving processes and delivering outstanding customer experiences?

We are seeking a Customer Service Team Leader to join a growing and ambitious organisation.

This is a fantastic opportunity for an existing Team Leader seeking a new challenge with genuine long-term career development opportunities.

The position combines team leadership with hands‑on customer service responsibilities.

Approximately 20-30% of the role will involve supporting day-to-day operations, allowing you to stay connected to customer needs while leading and developing a high-performing team.

The Role

As Customer Service Team Leader, you will play a key role in delivering exceptional customer experiences, driving operational performance, and ensuring service standards are consistently achieved.

You will be responsible for leading a team, managing customer escalations, supporting process improvements, maintaining service levels, and contributing to the ongoing development of the customer service function.

Key Responsibilities

• Lead, motivate and develop a customer service team through coaching, mentoring and regular one-to-one meetings.
• Manage team performance, conduct and behaviours in line with company expectations.
• Facilitate team meetings and maintain a positive, performance-focused culture.
• Support onboarding, training and succession planning activities.
• Act as the primary escalation point for customer complaints, issues and service concerns.
• Ensure customer enquiries and requests are managed effectively within agreed service levels.
• Work collaboratively with internal stakeholders to resolve issues and improve customer outcomes.
• Prioritise workloads and manage service level performance.
• Create, review and maintain Standard Operating Procedures (SOPs).
• Identify and implement opportunities for process improvement and operational efficiency.
• Encourage adoption of technology, automation and new ways of working.
• Support wider projects focused on improving customer service delivery.
• Remain actively involved in day-to-day customer service tasks and activities.

Essential Skills and Experience

• Previous experience as a Customer service Team Leader
• Excellent written and verbal communication skills.
• Ability to coach, influence and develop others.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities and competing demands.
• Good IT skills, including Microsoft Office applications.
• Experience working within a fast-paced environment while maintaining attention to detail.

Desirable Skills and Experience

• Previous Team Leader, Supervisor, Senior Customer Service Advisor or mentoring experience.
• Experience working within SLA-driven environments.
• Knowledge of the order-to-cash process and order fulfilment activities.
• Experience using CRM and ERP systems such as Salesforce and Dynamics 365.
• Exposure to process automation or AI-enabled workflows.
• Experience working across multiple teams, functions or locations.
• Ambition to take on additional responsibilities and develop professionally.
• £35,000 - £40,000 salary depending on experience.
• 22 days annual leave, increasing to 25 days with service.
• Critical illness cover.
• Life assurance.
• Employee Assistance Programme (EAP).
• Ongoing training and professional development.
• Clear opportunities for career progression.
• Free onsite parking.
• Complimentary refreshments.
• Company social events throughout the year.

This position offers genuine scope for growth and development. The successful candidate will have the opportunity to expand their leadership experience, contribute to business improvement projects and progress their career as the wider customer service function continues to evolve.

About You

You will be a customer‑focused leader who enjoys developing people, solving problems and driving continuous improvement. You will thrive in a collaborative environment, build strong working relationships and be passionate about delivering excellent service to both customers and colleagues.

If you are looking for a role where you can make a real impact while developing your leadership career, we would love to hear from you.