Customer Service Team Leader

Focus Resourcing; Langstone; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Career development and training

Healthcare and wellbeing support

Up to 28 days' holiday + bank holidays

Birthday day off

Job summary

Focus Resourcing is recruiting an experienced Customer Service Team Leader to join a growing claims team in the UK. You will balance hands-on claim handling with coaching and developing others to improve performance and service standards.

You will mentor, guide and support the team, ensure SLAs and regulatory requirements are met, and help run the department daily operations, while maintaining accurate records and delivering quality customer outcomes.

Qualifications

• Previous experience in a customer-focused environment.
• Experience supporting, mentoring or coaching colleagues.
• Excellent communication and organisational skills.
• Strong attention to detail and decision-making ability.
• A customer-focused approach and positive attitude.
• An understanding of compliance and working within a regulated environment.

Responsibilities

• Handling customer claims accurately and efficiently.
• Supporting and mentoring members of the claims team.
• Acting as an escalation point for complex customer queries and claims.
• Ensuring claims meet agreed SLAs and regulatory requirements.
• Supporting quality, compliance and operational standards.
• Assisting the Manager with the day-to-day running of the department.
• Handling customer complaints professionally.
• Maintaining accurate records and system updates.

Skills

Customer-focused

Mentoring

Communication

Organization

Attention to detail

Compliance awareness

Job description

We are delighted to be supporting our client with the recruitment of an experienced Customer Service Team Leader to join their growing claims team.

This is a fantastic opportunity for a confident customer service professional who enjoys being hands-on while supporting and developing others.

You'll spend around 50% of your time handling customer claims directly, with the remainder focused on supporting the day-to-day running of the team, providing guidance, coaching and operational support.

You'll be responsible for:

• Handling customer claims accurately and efficiently.
• Supporting and mentoring members of the claims team.
• Acting as an escalation point for complex customer queries and claims.
• Ensuring claims meet agreed SLAs and regulatory requirements.
• Supporting quality, compliance and operational standards.
• Assisting the Manager with the day-to-day running of the department.
• Handling customer complaints professionally.
• Maintaining accurate records and system updates.

We're looking for someone with:

• Previous experience in a customer-focused environment.
• Experience supporting, mentoring or coaching colleagues.
• Excellent communication and organisational skills.
• Strong attention to detail and decision‑making ability.
• A customer‑focused approach and positive attitude.
• An understanding of compliance and working within a regulated environment.

What's on Offer?

• Starting salary of 31k
• Career development and training
• Healthcare and wellbeing support
• Up to 28 days' holiday + bank holidays
• Birthday day off