Customer Service Team Leader

Journey Recruitment Ltd; Wokingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A growing recruitment agency based in Wokingham is seeking an experienced Customer Service Team Leader to manage a dedicated team of advisors. The role focuses on driving continuous improvement and enhancing the customer experience through effective leadership and project management. Initially office-based with plans for a hybrid model, this position comes with various benefits including a health cash plan and 25 days' holiday per year.

Benefits

Employee Assistance Programme

Health Shield Cash Plan

25 days' holiday

Life Insurance

Pension

Qualifications

• Proven experience managing a customer service team.
• Strong track record in continuous improvement and digital transformation.
• Excellent initiative, problem-solving, and change management skills.

Responsibilities

• Lead and manage a team of Customer Service Advisors.
• Collaborate with the wider sales team to meet customer needs.
• Drive continuous improvement and digital transformation projects.

Skills

Customer service management

Continuous improvement

Digital transformation

Problem-solving

Communication

Organizational abilities

Job description

Overview

A growing Wokingham-based business is looking for an experienced Customer Service Team Leader to manage a team of Customer Service Advisors. The team plays a key role in handling sales enquiries and after-sales support, helping the business grow while improving operational efficiency.

This role is ideal for a proactive leader with experience in continuous improvement and digital transformation, looking to drive change and enhance the customer experience.

The role is initially office-based in Wokingham, moving to a hybrid working model shortly, with hours of 8:45 AM-5:30 PM Monday to Thursday and 8:45 AM-5:00 PM Friday.

Responsibilities

• Lead and manage a team of Customer Service Advisors.
• Collaborate with the wider sales team to meet customer needs.
• Drive continuous improvement and digital transformation projects.
• Optimise the customer journey, implementing efficient processes and digital solutions.
• Monitor performance, coach team members, and support development.
• Ensure compliance with policies, procedures, and health & safety requirements.
• Undertake additional duties as reasonably required.

Skills & Experience

• Proven experience managing a customer service team.
• Strong track record in continuous improvement and digital transformation.
• Excellent initiative, problem-solving, and change management skills.
• Strong communication, interpersonal, and organisational abilities.
• Comfortable managing multiple priorities in a fast-growing environment.

Benefits

• Employee Assistance Programme
• Health Shield Cash Plan & PERKS platform (upon completion of probation)
• 25 days' holiday per year
• Life Insurance
• Pension

Apply today if you want to be part of a dynamic team driving growth and innovation