Customer Service Team Leader

Pertemps Telford; Shrewsbury; On-site; GBP 22,000 - 31,000; Full time

Job summary

Pertemps Telford, based in Telford centre, is seeking a temporary full-time Customer Service Team Leader to manage a busy department during a peak period. You will lead, coach and develop the administration team, ensuring high-quality service and prompt handling of enquiries.

You will report to the Customer Service Manager, oversee daily workloads, monitor performance, and drive service improvements with a hands-on approach. 35 hours weekly, £19.23 per hour.

Qualifications

• Experience leading a small, busy customer service or administration team.
• Excellent organisational and time-management skills.
• Proactive, hands-on leadership with coaching ability.
• Strong Excel skills and data reporting experience.
• Experience using ticketing/workflow systems.

Responsibilities

• Oversee daily workloads and priorities to meet SLAs.
• Coach and develop team members and monitor performance.
• Analyse performance data and prepare management reports in Excel.
• Collaborate with Customer Service Manager on process improvements.

Skills

Team Leadership

Customer Service

Coaching

Excel

Ticketing Systems

Time Management

Communication

Prioritisation

Job description

Customer Service Team Leader

Our client based in Telford centre is looking for a temporary full-time customer service team leader for a temporary contract lasting around five months, in their busy department team during a very busy period.

You will be reporting directly to the Customer Service Manager, with responsibility for supporting the day-to-day management, performance and development of their Administration Team.

You will be a highly organised, proactive and experienced Team Leader to oversee the daily activities of our busy team, the successful candidate will play a key role in improving team efficiency, maintaining high standards of customer service and ensuring incoming requests are managed promptly and effectively.

Working closely with the Customer Service Manager, you will provide hands‑on leadership, coaching and operational support to ensure the team delivers a consistent, responsive and professional service.

Your tasks in this busy role means you will oversee daily workloads, allocate priorities and ensure the timely and efficient handling of customer enquiries and tickets in line with agreed service levels (SLAs), monitoring individual and team performance, identify areas for improvement and support the implementation of effective working practices, working alongside the Customer Service Manager to identify training needs and deliver individual and group coaching.

In addition, you will be supporting with the collection, monitoring and analysis of team performance data, using Excel to produce meaningful reports and identify trends, helping and developing more efficient processes, improving response times, accountability and customer satisfaction, assisting the Customer Service Manager with departmental projects and improvement initiatives, and assisting with the operational requirements of PDSA Telford Head Office when needed.

Ideal Candidate

• Confident and approachable Team Leader with previous experience managing a small, busy customer service or administration team.
• Proven experience supervising, motivating and supporting a customer service or administration team.
• Excellent organisational and time-management skills, with the ability to prioritise competing workloads and deadlines.
• A proactive, hands‑on approach to managing daily operations and resolving issues.
• The confidence to monitor performance, provide constructive feedback and address areas requiring improvement.
• Strong communication and interpersonal skills, with the ability to build positive working relationships.
• Strong Microsoft Excel skills, including the ability to analyse data, maintain trackers and produce performance reports.
• Experience working with customer service ticketing systems or similar workflow management platforms.
• A commitment to delivering excellent customer service and continuous improvement.
• Flexibility and resilience when working in a fast‑paced environment with changing priorities.

What We're Looking For

Above all, we need someone who can quickly establish themselves within the team, take ownership of daily activities and provide practical support during a particularly demanding period.

This is an excellent opportunity for an experienced Team Leader who enjoys improving processes, developing colleagues and making a positive impact on team performance.

Hours

35 hours per week, Monday to Friday

9:00am - 5:00pm, including a 1-hour lunch break

Alternatively, 9:00am - 4:30pm with a 30-minute lunch break

Pay: £19.23 per hour