Customer Service Team Leader

Express Recruitment; Nottingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

Express Recruitment seeks a customer service team leader to manage and enhance their customer service department. The ideal candidate will drive team performance, ensure compliance with health and safety policies, and foster a people-focused culture. With a competitive salary, the role offers professional development opportunities within a respected company operating throughout the UK. The position is full-time and permanent, and applicants should have experience in managing contact centre teams.

Benefits

33 days annual leave

Life assurance (2x salary)

Staff discount schemes

Qualifications

• Experience managing or supervising contact centre teams.
• Strong IT and administration skills including solid Excel capabilities.
• Exceptional communication and interpersonal skills with a customer-first mindset.

Responsibilities

• Oversee and support Team Leaders in delivering excellent service.
• Lead recruitment, onboarding, and development of team members.
• Conduct regular performance reviews and training initiatives.

Skills

IT skills

Communication

Interpersonal Skills

Analytical Thinking

Tools

Excel

Job description

Express Recruitment are very excited to be working with a respected business who operate across the UK. They are expanding and building their customer service team and customer service team leader to lead, coach and drive the department moving forward.

The ideal candidate will be an experienced and seasoned manager and possess the traits to successfully lead a team and growing revenue.

The benefits of working for our long-term client is Competitive salary package.

• 33 days annual leave (inclusive of bank holidays)
• Life assurance (2x salary)
• Staff discount schemes and exclusive offers
• Oversee and support Team Leaders in delivering excellent service and sales results
• Lead recruitment, onboarding, and ongoing development of team members
• Champion a people-focused, high-performance culture built on feedback and continuous improvement
• Set clear expectations and targets for the team; monitor KPIs and suggest strategic improvements
• Conduct regular performance reviews, side-by-sides, call monitoring, and training initiatives
• Address performance issues constructively, including attendance and behavioural concerns
• Liaise with other departments to improve cross-functional processes and project delivery
• Uphold compliance with health & safety policies, promoting a safe and inclusive working environment
• Strong IT and administration skills, with solid Excel capabilities
• Exceptional communication and interpersonal skills, with a customer-first mindset
• Experience managing or supervising contact centre/telesales teams, ideally within foodservice or FMCG
• Confidence in handling team performance issues professionally and positively
• Analytical thinking with the ability to translate data into actionable improvements
• A can-do attitude with a solutions-oriented, commercial mindset

About Express Recruitment

Express Recruitment has been offering exceptional recruitment solutions across the East Midlands since 1987, “exceeding expectations every time” of over 267,000 candidates.

We supply a diverse range of sectors including Engineering, Technology, Professional Services, Languages, Sales & Marketing, Call Centres, Commercial, Manufacturing, Local Authority, NHS, Education and Voluntary organisations. Find all of our current vacancies on https://bit.ly/3IaEnI7

Not quite found the right role for you yet? Let us do the scrolling for you!Your search for a new role has never been so easy, just fill in our contact form onhttps://bit.ly/3NHa9NR or give us a call on0115 924 0010 and we will do the rest for you.

Vacancy Summary

Hours: Monday – Friday

Duration:Full Time, Permanent

Unfortunately, we are unable to contact all candidates due to the large volume of applications we receive. If you have not heard from a consultant within the next three days, please assume that you have not been successful on this occasion. Please do not hesitate to apply for other suitable roles in the future

This vacancy is being advertised on behalf of Express Recruitment Ltd. The services advertised by Express Recruitment Ltd. are those of an Employment Agency.