Customer Service Team Leader

Robert Walters UK; Manchester; On-site; GBP 28,000; Full time

Job summary

An exciting opportunity has arisen for a Customer Service Team Leader in Warrington. This role offers the chance to work in a fast-paced environment, managing quality and service provided to customers and colleagues. The successful candidate will play an active role in encouraging team development, personal skills, and knowledge. This is a fantastic opportunity for someone who thrives in a demanding environment while maintaining focus on delivering best-in-class customer interactions. Join a company committed to employee growth and delivering exceptional service.

Qualifications

• Proven experience in creating and managing customer service teams.
• Background in management with a positive approach to learning.

Responsibilities

• Manage quality and performance against agreed frameworks and SLAs.
• Deliver engaging coaching and feedback sessions to the team.

Skills

Customer Service

Team Leadership

Management

Performance Management

Coaching

Job description

CUSTOMER SERVICE TEAM LEADER

Salary: £27,872

Location: Warrington – fully office-based role

Hours: Any 5 days in a week, 8-hour shifts (40hr). Weekend work and late-night working (up until 9pm) will be required on a rotational basis.

Contract: Permanent

Keywords: Customer Service, Team Leader, Management, Performance Management, Coaching

An exciting opportunity has arisen for a Customer Service Team Leader in Warrington. This role offers the chance to work in a fast-paced environment, managing quality and service provided to customers and colleagues across the business. The successful candidate will play an active role in encouraging team development, personal skills and knowledge. This is a fantastic opportunity for someone who thrives in a demanding and challenging environment, whilst maintaining focus on delivering best-in-class customer interactions.

What you'll do:

1. Manage quality and performance against agreed frameworks and SLAs
2. Have full knowledge of your own and wider business KPI’s, with the ability to report against them
3. Effectively manage absence in line with company policies
4. Resolve all customer account queries efficiently and in a timely manner
5. Support frontline teams where complaint escalations are necessary
6. Deliver engaging coaching and feedback sessions to team, agreeing defined actions where opportunities for improvement are identified
7. Create a team environment that promotes development and idea generation

What you bring:

1. Proven experience in creating and managing customer service teams
2. Positive approach to learning new things
3. Background in management
4. Curiosity about the industry
5. Ability to work in a fast-paced environment

What sets this company apart:

Our client is committed not only to their customers but also to their employees, providing an environment where people can learn, develop and grow both professionally and personally. They offer extensive product options, ensuring every customer can find something they enjoy. Their dedication extends to their Customer Service Teams who are passionate about delivering great service and constantly improving everything they do.

What's next:

Ready for your next challenge? Apply now!

About the job

Contract Type: FULL_TIME

Specialism: Business Support

Focus: Customer Service

Industry: Call Centre and Customer Service

Salary: Up to £27,872 per annum

Workplace Type: On-site

Experience Level: Mid Management

Location: Warrington

Job Reference: GBW4BF-FE536D50

Date posted: 14 April 2025

Consultant: Georgia Prescott