Customer Service Team Leader

Office Angels; Leeds; Hybrid; GBP 29,000 - 31,000; Full time

Job summary

Office Angels in Leeds Dock is seeking a dynamic Customer Service Team Leader to manage a phone-based customer service team. This permanent, hybrid role offers a salary of £29,000–£31,000 and a Monday–Friday schedule with a two-week shift rotation (8am–4pm, 12pm–8pm).

You will lead and inspire a team of Customer Service Executives, driving continuous improvement, monitoring performance, and collaborating with colleagues to ensure exceptional customer experiences.

Qualifications

• Strong leadership and motivational skills.
• Excellent communication abilities.
• Outstanding organisational and prioritisation talents.

Responsibilities

• Lead, coach and develop a team of Customer Service Executives to deliver exceptional customer experiences and meet performance targets.
• Drive operational efficiency, service quality and team productivity through continuous improvement initiatives and data-driven decisions.
• Monitor and analyse customer interactions, performance metrics and trends to identify opportunities for service enhancement.
• Act as the escalation point for complex customer enquiries and complaints, ensuring timely and effective resolution.
• Collaborate with Customer Experience colleagues and Team Leaders to embed best practices and maintain service consistency.

Job description

Role: Customer Service Team Leader

Salary: £29,000 - £31,000

Contract Type: Permanent, Hybrid

Hours: Monday to Friday, 2-week shift rotation of 8am - 4pm, 12pm - 8pm

Location: Leeds Dock

Our client is seeking a dynamic and motivated Customer Service Team Leader to join their thriving customer experience department. This permanent, full-time position presents a fantastic opportunity for a Team Leader with experience of leading a phone-based customer service team to take the next step in their career.

As a key player in the Customer Service Team, you will be leading, supporting, and motivating a dedicated team of Customer Service Executives, ensuring they deliver exceptional service while continuously seeking opportunities for improvement.

We love working with this business and our candidates have grown into a variety of different roles here so if you're looking for growth opportunities, this is the business for you!

Key Responsibilities

• Lead, coach and develop a team of Customer Service Executives to deliver exceptional customer experiences and achieve performance targets.
• Drive operational efficiency, service quality and team productivity through continuous improvement initiatives and data-driven decision making.
• Monitor and analyse customer interactions, performance metrics and trends to identify opportunities for service enhancement.
• Act as the escalation point for complex customer enquiries and complaints, ensuring timely and effective resolution.
• Collaborate with Customer Experience colleagues and Team Leaders to embed best practice, maintain service consistency and communicate business updates effectively.

The ideal candidate will possess

• Strong leadership skills with the ability to motivate and develop team members
• Excellent communication skills, enabling clear information sharing and context setting
• Exceptional organisational abilities to prioritise tasks effectively
• Strong problem-solving skills, guiding team members to resolve queries with initiative
• The capacity to multitask and thrive in a fast-paced environment
• Impeccable attention to detail, capable of reviewing others work to identify areas for improvement

If you are passionate about delivering exceptional customer service and have the leadership skills to inspire a team, this is an excellent opportunity to advance your career with a reputable organisation.