Customer Service Team Leader

Radius Limited; Salford; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

DEI programs

Charity volunteering events

Job summary

Radius Limited in Salford, United Kingdom, is seeking an experienced Customer Service Team Leader to drive excellence in our customer interactions and leadership of a frontline team. You will mentor agents, monitor performance metrics, deliver training, handle escalations, and implement QA processes to ensure high service standards while collaborating with senior management to improve customer outcomes.

The role also involves scheduling, workload management, and fostering a service-focused

Qualifications

• 3–5 years of customer service experience.
• 2+ years of team leadership or supervisory experience.
• Proficiency with CRM systems and ticketing software.
• Excellent communication and interpersonal skills.
• Ability to manage conflicts and resolve customer issues professionally.
• Experience with performance metrics and data interpretation is a plus.
• Experience with workforce management and QA processes preferred.

Responsibilities

• Lead and motivate a team of customer service representatives to meet and exceed service standards.
• Monitor and evaluate team performance against key metrics; provide coaching and feedback.
• Conduct regular training to improve customer communication, problem-solving, and product knowledge.
• Manage customer escalations with empathy and decisive resolution.
• Implement QA processes and conduct call/interaction reviews for compliance.
• Analyze customer feedback and performance data to identify trends and improvements.
• Schedule shifts, manage workload, and ensure coverage during peak periods.
• Foster a collaborative culture focused on customer satisfaction and employee engagement.
• Communicate performance, challenges and opportunities to senior management.
• Maintain accurate records of team activities and training initiatives.

Skills

Customer service excellence

Team leadership

Communication

CRM proficiency

Coaching

Data analysis

Tools

CRM software

Ticketing software

Call center tools

Job description

• Department: Customer Service & Operations

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

Additional Information

#LI-SC1

Diversity, Equality & Inclusion at Radius

Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women’s empowerment and mental health, neurodiversity and disability support.

We also offer:

• Global Female Health Policy & Female Health Champions
• Pregnancy Loss and Fertility Treatment Policies
• Endometriosis Friendly Employer (UK)
• Mental Health First Aiders
• Disability Confident Committed Employer (Level 1)
• Race at Work Charter signatory
• Proud sponsor of Crewe Pride (5years 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.