Customer Service Team Leader

Adecco Portugal; Kettering; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Adecco Group UK & Ireland is seeking a Customer Service Team Leader to manage a small team and ensure high service levels. You will lead by example, handle key customer interactions, and contribute to the day-to-day running of the department.

The role involves overseeing operations, coaching staff, and maintaining accurate records and processes within a busy office environment. Strong leadership and customer-focus are essential.

Qualifications

• Experience leading a small Customer Service team.
• Strong communication and interpersonal skills.
• Excellent attention to detail and organisational abilities.
• Ability to prioritise workloads and work under pressure.
• Good IT skills and computer literacy.
• Fluent English and numerical skills.

Responsibilities

• Lead, motivate and support a small Customer Service team.
• Act as the first point of escalation for customer queries and issues.
• Handle inbound calls and some outbound calls as required.
• Oversee the ticketing and order management system.
• Monitor workloads and ensure enquiries are answered efficiently.
• Prepare and present team performance reports.

Job description

Customer Serive Team Leader

Location: Office-based with 1 day per week working from home

Hours: Monday to Friday, 9:00am to 5:00pm

About the Role

Are you an experienced Customer Service Team Leader OR looking for your next step into leadership?

Are you passionate about delivering exceptional customer experiences and supporting the development of others?

Would you like to work within a busy, friendly office environment as part of a fantastic team?

We are looking for a CS Team Leader to oversee a small Customer Service team, ensuring high levels of customer satisfaction while supporting the day-to-day running of the department. This is a hands‑on role where you will lead by example, supporting your team whilst remaining actively involved in customer interactions and administration.

Key Responsibilities

• Leading, motivating and supporting a small Customer Service team
• Acting as the first point of escalation for customer queries and issues
• Taking inbound calls and making outbound calls where required
• Managing and overseeing the ticketing and order management system
• Monitoring workloads and ensuring enquiries are handled efficiently
• Responding to customer emails and ensuring service levels are maintained
• Liaising with clients regarding products, orders and general enquiries
• Assisting with staff training, coaching and development
• Supporting the implementation and improvement of customer service processes
• Producing reports and providing updates on team performance
• Maintaining accurate customer records and administration
• Working closely with internal departments to ensure customer requirements are met

Skills and Experience Required

• Previous Customer Team Leader experience or ready demonstrate leadership qualities within a customer service environment
• Experience supervising, mentoring or leading a small team
• Strong communication and interpersonal skills
• Friendly, professional and approachable manner
• Excellent attention to detail
• Strong organisational and time management skills
• Good IT skills and computer literacy
• Ability to prioritise workloads and manage competing demands
• Adaptable approach with the ability to work under pressure when required
• Good understanding of English and Maths
• Positive, proactive and solution‑focused attitude

What We’re Looking For

The ideal candidate will be a confident and supportive leader who enjoys helping both customers and colleagues. You will be comfortable managing day‑to‑day team activities, resolving issues, and ensuring a high standard of service is delivered at all times. You will lead by example, remain calm under pressure, and be committed to creating a positive and productive team environment.

This is an excellent opportunity for an experienced Customer Service professional who is looking to develop their leadership career within a growing and supportive business.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.