Customer Service Team Leader

Portfolio Group; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking an experienced Customer Service Team Leader in Manchester to manage a team of 10 Account Managers. The role involves ensuring excellent service delivery, coaching, and leading performance management efforts. Ideal candidates will possess strong leadership and customer service skills along with at least one year of team management experience.

Benefits

25 days holiday + bank holidays

Day off on your birthday

Perkbox discounts

Holiday increases after 2 and 5 years

Pension and Life Insurance

Employee Assistance Programme

Profit Share & Bonus

On-site gym

Subsidized parking

Free breakfast on Mondays & social events

Qualifications

• Minimum 1 year of team management experience.

Responsibilities

• Manage a team of 10 Account Managers.
• Ensure best practices, SLA adherence, and meet KPIs.
• Resolve complex complaints within SLA.

Skills

Customer service skills

Leadership abilities

Presentation skills

Job description

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Customer Service Team Leader, Manchester

Client:

Location: Manchester, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

9b95586eb630

Job Views:

55

Posted:

22.06.2025

Expiry Date:

06.08.2025

Job Description:

Posted On: 6th August 2024

Are you an experienced Customer Service Team Leader looking for a new challenge? Do you prioritize customer satisfaction while creating a supportive environment for your team? If you have at least 1 year of customer service team management experience, preferably within a software company, please apply today!

We are seeking an experienced Customer Service Team Leader to manage a team of 10 Account Managers. You will be responsible for coaching, QA, KPIs, HR issues, and supporting escalations, demos, and team support.

Role Description

Support the BrightHR Activation and Engagement Specialist team, ensure best practices, SLA adherence, and meet KPIs. Lead by example, assist in resolving complex queries, and support career development within the team.

Main Responsibilities

• Deliver excellent service to clients, ensuring task completion and quality standards.
• Provide performance reports and feedback to the team and stakeholders.
• Conduct call quality assessments and coaching.
• Lead onboarding and activation targets for clients.
• Contribute to positive online reviews and customer feedback.
• Identify training needs and support performance management.
• Resolve complex complaints within SLA.
• Follow and improve processes.
• Conduct demos for prospects and delegate tasks efficiently.
• Participate in training sessions as needed.

The role may require out-of-hours work. The ideal candidate will have:

• Excellent customer service skills
• Strong leadership abilities
• Confident presentation skills
• Minimum 1 year of team management experience

Benefits

• 25 days holiday + bank holidays
• Day off on your birthday
• Perkbox discounts
• Holiday increases after 2 and 5 years
• Pension and Life Insurance
• Employee Assistance Programme
• Profit Share & Bonus
• On-site gym
• Subsidized parking
• Free breakfast on Mondays & social events