Customer Service Team Leader

Red Recruitment; Metchley; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Hybrid work options

Performance-based bonus

Excellent training and development

Job summary

Red Recruitment in Birmingham is seeking a Customer Service Team Leader to oversee a pre-compliance team that gathers learner documentation ahead of training start dates. You will allocate workloads, track progress, and ensure timely completion with accuracy to support compliance reviews.

The role suits an experienced Team Leader with a background in high-volume administration or back-office operations, capable of managing competing priorities and keeping a busy team on track.

Qualifications

• Previous Team Leader experience within a high-volume administration, processing or back-office environment.
• Experience managing document-led workflows and administrative processes beyond phone-based activity.
• Strong organisation and prioritisation with competing deadlines.
• Confidence monitoring performance and allocating resources to targets.
• Ability to coach and develop team members.

Responsibilities

• Lead the pre-compliance team to gather learner documentation ahead of training start dates.
• Allocate workloads and monitor progress across multiple learner groups with deadlines.
• Manage team performance balancing productivity with accuracy and learner experience.
• Coach team members and provide regular feedback to improve performance.
• Coordinate with sales and compliance teams for timely handovers.
• Resolve escalated queries and address enrolment delays.
• Oversee administrative processes and identify efficiency improvements.

Skills

Team Leader experience

High-volume administration

Document workflows

Organisation & prioritisation

Performance monitoring

Coaching & development

Customer-focused

Strong communication

Attention to detail

Problem solving

Job description

Customer Service Team Leader

Red Recruitment is recruiting a Customer Service Team Leader to join a training and apprenticeship provider in Birmingham.

You\'ll lead a team responsible for gathering learner documentation ahead of training start dates, ensuring work is completed accurately, efficiently and ready for compliance review.

This role would suit an experienced Team Leader with a background in high-volume administration or back-office operations, confident managing competing priorities and keeping a busy team on track.

Benefits and Package for a Customer Service Team Leader:

• Salary: £35,000
• Bonus: Up to £6,000 annually, paid monthly (£500 maximum per month), based on quality and productivity. Historically achievable.
• Hours: Monday-Friday, 9am-5pm
• Contract: Permanent
• Location: Birmingham, with hybrid opportunities
• Excellent training and development opportunities
• Performance-based bonus

Key Responsibilities of a Customer Service Team Leader:

• Leading and supporting the pre-compliance team to gather learner documentation ahead of training start dates
• Allocating workloads and monitoring progress across multiple learner groups with different document requirements and deadlines
• Managing team performance, balancing productivity with accuracy and a positive learner experience
• Coaching team members and providing regular feedback to improve performance
• Working closely with sales and compliance teams to clarify requirements and ensure timely handovers
• Resolving escalated queries, identifying missing information and addressing delays in the enrolment process
• Maintaining oversight of administrative processes and identifying opportunities to improve efficiency

Key Skills and Experience of a Customer Service Team Leader:

• Previous Team Leader experience within a high-volume administration, processing or back-office environment
• Experience managing document-led workflows and administrative processes, with responsibility beyond telephone-based activity
• Strong organisation and prioritisation skills, with the ability to manage competing deadlines
• Confidence monitoring performance, allocating resources and keeping a team focused on targets
• A supportive leadership style, with experience coaching and developing team members
• Excellent attention to detail and a calm, practical approach to resolving problems
• Strong communication skills and a customer-focused approach

Desirable

• Experience in Information, Advice and Guidance (IAG)
• A Level 2 IAG qualification
• Any mentoring or coaching qualifications would also be a bonus.

These qualities are desirable, not essential. There will be opportunities to gain IAG training and develop these skills internally.

If you are an experienced Team Leader who can keep people, processes and deadlines on track,