Customer Service Team Leader

Imperial Recruitment Group; North East; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a Customer Service Team Leader to inspire and develop their team while enhancing customer experience. Ideal candidates will have a strong background in B2B customer service, proven leadership experience, and a passion for sustainability. The role offers career growth and competitive rewards in a flexible work environment.

Benefits

Career Growth

Competitive Rewards

Work-Life Balance

Qualifications

• Proven experience leading a customer service team.
• Strong B2B customer service background.
• Excellent communication skills.
• Proactive, solutions-driven mindset.
• Organized with experience using CRM systems and analyzing metrics.
• Passion for sustainability and driving positive change.

Responsibilities

• Lead, mentor, and motivate the team to achieve targets.
• Conduct performance reviews, provide coaching, and identify training needs.
• Oversee daily management of customer inquiries and complaints.
• Monitor service quality and implement improvements.
• Analyze data to identify trends and opportunities for process improvements.
• Support departmental strategy and contribute ideas for innovation.
• Act as an escalation point for complex customer queries.

Skills

Leadership

Customer Service

Communication

Organisational Skills

Problem Solving

CRM Systems

Job description

Overview

Imperial Recruitment is looking for a motivated, people-focused leader with a passion for sustainability and outstanding customer service to join our client's team. This is an exciting opportunity to lead and inspire a customer service team while making a real impact in a fast-paced, forward-thinking environment.

About the Company

Our client provides sustainable waste management solutions that help businesses reduce their environmental impact. With over 25 years of experience, they deliver practical solutions that balance environmental responsibility with business needs.

Why Join?

• Impact: Help businesses turn waste into valuable resources.
• Innovation: Be part of a forward-thinking organisation using modern technologies and sustainable solutions.
• Career Growth: Access professional development and leadership opportunities.
• Competitive Rewards: Strong salary package with an annual profit share bonus.
• Collaboration: Lead a passionate team while working closely with sales and operations.
• Work-Life Balance: Flexible environment focused on wellbeing.

Role Overview

As Customer Service Team Leader, you will lead, support, and develop a team of Customer Service Executives, ensuring a seamless and professional customer experience. You will drive team performance, improve processes, and contribute to company growth.

Key Responsibilities

• Lead, mentor, and motivate the team to achieve targets.
• Conduct performance reviews, provide coaching, and identify training needs.
• Oversee daily management of customer inquiries and complaints.
• Monitor service quality and implement improvements.
• Analyse data to identify trends and opportunities for process improvements.
• Support departmental strategy and contribute ideas for innovation and scalability.
• Act as an escalation point for complex customer queries and high-value accounts.

What We\'re Looking For

• Proven experience leading a customer service team.
• Strong B2B customer service background.
• Excellent communication skills.
• Proactive, solutions-driven mindset.
• Organised with experience using CRM systems and analysing metrics.
• Passion for sustainability and driving positive change.

Apply Today

Contact Rob at Imperial Recruitment or apply