Customer Service Team Leader

Hertfordshire County Council; Welwyn Garden City; Hybrid; GBP 33,000 - 36,000; Full time

Job summary

Hertfordshire County Council in Welwyn Garden City is seeking a Customer Service Team Leader to guide a team of Customer Service Advisors and deliver outstanding service.

You will coach through regular 1:1s, monitor KPIs, and drive improvements while working with cross-functional colleagues to ensure first contact resolution and high standards across all customer interactions.

Qualifications

• Experience leading or supervising a customer service team.
• Proven ability to coach through 1:1s, performance conversations and development reviews.
• Strong capability to analyse performance data and drive improvements.
• Proactive problem solving in a fast-paced customer service environment.
• Ability to motivate and develop a high-performing team
• Experience in driving a customer-first culture and ensuring first contact resolution.

Responsibilities

• Lead, motivate and inspire a team of Customer Service Advisors and conduct regular 1:1s and performance reviews.
• Champion exceptional customer service and drive a professional, efficient customer experience.
• Monitor KPIs and use data to identify trends and drive improvements.
• Plan resources and workloads to meet service demands and collaborate with stakeholders.

Skills

People leadership

Coaching & development

KPIs & analytics

Customer service excellence

Communication

Job description

Job Title

Customer Service Team Leader

Starting Salary

£32,578 opportunity to progress to £35,570 per annum

Hours

37

Location

Welwyn Garden City - Mundells (office based - hybrid once training completed)

Contract Type

Permanent

Directorate

Resources

About the Team

Lead People. Inspire Performance. Deliver Exceptional Service.

At Herts FullStop, we're one of the country’s leading education suppliers, supporting schools, nurseries, local authorities and public sector organisations with everything from stationery and curriculum resources to furniture and facilities solutions. Our customers make a difference every day, and we're committed to providing them with an outstanding service experience that is reliable, responsive and easy to do business with.

We're looking for an experienced, passionate and people-focused Customer Services Team Leader to join our growing team.

This is an exciting opportunity for someone who thrives on developing people, building high-performing teams, and creating a culture where colleagues feel supported, motivated and empowered to succeed. If you're a natural coach who enjoys bringing out the best in others whilst driving excellent customer outcomes, we'd love to hear from you.

About the Role

As a Customer Services Team Leader, you'll lead a team of Customer Service Advisors, ensuring they have the support, guidance and development opportunities needed to deliver an exceptional customer experience.

You'll be coaching and developing your team through regular 1:1s, performance conversations, call coaching and quality reviews. You'll use customer insight, service metrics and performance data to identify opportunities for improvement and help individuals reach their full potential.

Working closely with colleagues across the business, you'll play an important role in shaping service standards, improving processes and driving a "One Call Resolution" culture that puts our customers at the heart of everything we do.

Key Responsibilities

Leadership & Coaching

• Lead, motivate and inspire a team of Customer Service Advisors.
• Conduct regular 1:1 meetings and performance reviews.
• Deliver effective call coaching and quality feedback to support continuous improvement.
• Identify training and development needs, creating individual development plans to help colleagues achieve their goals.
• Foster a positive, engaged and high-performing team culture.
• Recognise and celebrate success, encouraging a culture of accountability and achievement.

Customer Experience

• Champion exceptional customer service and ensure customers receive a professional, efficient and solution-focused experience.
• Support the resolution of complex or escalated customer enquiries.
• Drive a customer-first approach that maximises first contact resolution.
• Work collaboratively with Customer Account Managers and internal stakeholders to improve customer outcomes.

Performance & Continuous Improvement

• Monitor team performance against KPIs and service standards.
• Analyse performance data, customer feedback and telephony reporting to identify trends and opportunities for improvement.
• Take proactive action to improve service delivery and team effectiveness.
• Support the development of processes and ways of working that improve efficiency and enhance the customer experience.

Resource Planning

• Ensure appropriate resource levels are in place to meet service demands.
• Support operational planning and workload management across the team.
• Collaborate with leaders across the business to ensure service objectives are achieved.

About You

Essential Skills & Experience

• Proven experience leading or supervising a customer service team.
• Strong leadership skills with the ability to motivate, engage and develop others.
• Experience conducting meaningful 1:1s, performance conversations and development reviews.
• Demonstrable call coaching and quality monitoring experience.
• A passion for coaching individuals and building high-performing teams.
• Strong communication and relationship-building skills.
• Ability to analyse performance data and use insights to drive improvement.
• Experience working within a fast-paced customer service environment.
• A proactive approach to problem solving and continuous improvement.

Desirable

• Experience within a contact centre or multi-channel customer service environment.
• Knowledge of customer satisfaction measures such as NPS, CSAT or Quality Monitoring frameworks.
• Experience leading service improvement initiatives.

Why Join Herts FullStop?

This is more than just a Team Leader role.

It's an opportunity to have a genuine impact on people, performance and customer experience. You'll have the freedom to influence how your team develops, help shape service improvements and work closely with colleagues across the wider business.

In return, you'll join a supportive organisation that values development, encourages progression and invests in its people. You'll build valuable relationships across multiple functions and gain exposure to different areas of the business, helping you grow your own career whilst supporting the success of others.

If you're passionate about coaching people, developing talent and delivering exceptional customer service, we'd love to hear from you.

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation.

We are not able to offer sponsorship at this time for this role.

Job Profile

This job role is Level 8. Please locate the job profile here: Job profiles - Corporate services

Interview Date: to be confirmed

Disability Confident

We are proud to be aDisability Confident employerand guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required).Further information about the legal requirement can be found here.