Customer Service Team Leader

Radius; Salford; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Radius in Salford, United Kingdom is seeking an experienced Customer Service Team Leader to guide a dynamic team and drive a culture of exceptional service. You will mentor staff, manage performance, and ensure customer satisfaction across all touchpoints.

The role requires strong leadership, CRM proficiency, and the ability to coach for continuous improvement. Join a company committed to inclusion and delivering outstanding service to clients.

Qualifications

• Minimum 3-5 years of customer service experience at a supervisory level.
• Strong interpersonal and communication skills.
• Proven ability to train, develop and motivate a team.
• Experience with CRM systems and call center metrics.

Responsibilities

• Lead, mentor, and motivate a team of customer service representatives to achieve department goals.
• Monitor and evaluate team performance against key metrics; coach and develop staff.
• Conduct regular training to enhance team skills in communication, problem-solving, and product knowledge.
• Manage escalations with empathy and decisive resolution, ensuring high-quality service.
• Implement QA processes and review calls to ensure standards and compliance.

Skills

Team leadership

Customer service

Communication

Call center tools

Tools

CRM systems

Ticketing software

Call center management tools

Job description

Company Description

VUE are industry leaders both in Video Telematics and Insurtech. Our solutions are used every day by the UK's largest fleets, construction companies and public services, helping them improve vehicle and site safety, and ultimately saving lives.

With this at the forefront of everything we do, we are a business that is continually growing and looking to develop. Our team is made up of like-minded driven individuals, who support each other, are proactive and work together to continually progress whilst striving to provide our customers with exceptional service.

Job Description

We’re looking for an experienced and motivational Customer Service Team Leader to join our organization in Salford, United Kingdom. In this role, you will lead a dynamic customer service team, driving excellence in customer interactions while fostering a supportive and professional work environment. You will be responsible for managing team performance, developing staff capabilities, and ensuring that our customers receive exceptional service at every touchpoint.

• Lead, mentor, and motivate a team of customer service representatives to achieve departmental goals and maintain high service standards
• Monitor and evaluate team performance against key metrics, providing constructive feedback and coaching to support individual development
• Conduct regular training sessions to enhance team skills in customer communication, problem-solving, and product knowledge
• Manage customer escalations and complex issues, demonstrating empathy and decisiveness in resolution
• Implement quality assurance processes and conduct call/interaction reviews to ensure compliance with company standards
• Analyze customer feedback and performance data to identify trends and recommend process improvements
• Schedule team members, manage workload distribution, and ensure adequate coverage during peak periods
• Foster a collaborative team culture that prioritizes customer satisfaction and employee engagement
• Communicate effectively with senior management regarding team performance, challenges, and opportunities
• Maintain accurate records and documentation of team activities, performance metrics, and training initiatives

Qualifications

• Minimum 3-5 years of customer service experience with proven track record of delivering excellent customer outcomes
• Minimum 2 years of team leadership or supervisory experience in a customer service environment
• Strong interpersonal and communication skills with the ability to engage effectively with customers and team members
• Demonstrated ability to manage conflict and resolve customer issues with professionalism and empathy
• Proficiency with CRM systems, ticketing software, and call center management tools
• Excellent time management and organizational skills with the ability to prioritize multiple tasks
• Strong analytical skills and experience with performance metrics and data interpretation
• Proven ability to train, develop, and motivate team members
• Problem-solving mindset with a customer-focused approach to decision-making
• Preferred: Experience with workforce management systems and quality assurance processes
• Preferred: Knowledge of customer service best practices and industry standards

Diversity, Equality & Inclusion at Radius

• Global Female Health Policy & Female Health Champions
• Pregnancy Loss and Fertility Treatment Policies
• Endometriosis Friendly Employer (UK)
• Women-focused gym & female health events
• Mental Health First Aiders
• Disability Confident Committed Employer (Level 1)
• Race at Work Charter signatory
• Proud sponsor of Crewe Pride (5 years running) and Cheshire Pride Awards Corporate Supporter 2025
• Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
• Give as you earn scheme (payroll giving) and match funding

We Also Offer

• Global Female Health Policy & Female Health Champions
• Pregnancy Loss and Fertility Treatment Policies
• Endometriosis Friendly Employer (UK)
• Women-focused gym & female health events
• Mental Health First Aiders
• Disability Confident Committed Employer (Level 1)
• Race at Work Charter signatory
• Proud sponsor of Crewe Pride (5 years running) and Cheshire Pride Awards Corporate Supporter 2025
• Community network driving charity and volunteering initiatives, with 8 consecutive years of participation in the UK Challenge.
• Give as you earn scheme (payroll giving) and match funding

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Note To Recruitment Agencies

We do not accept speculative recruitment agency CVs or profiles. Any unsolicited CV received by Radius will be treated as a gift and not eligible for an agency fee.

PSL agencies should only send CVs via our Applicant Tracking System, when approved to do so by the Radius Talent Team.