Customer Service Team Leader (Contact Centre)

Black & White Recruitment; Liverpool; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading recruitment agency in the UK is seeking an experienced Customer Service Team Leader to lead their high-performing contact centre team. This hybrid role involves managing a team of 8–12 Advisors, focusing on coaching and performance management while driving continuous improvement. The ideal candidate will possess strong leadership skills, a data-driven approach to performance metrics, and experience in enhancing customer experiences across multiple channels. This position offers a great opportunity to make a real impact in a customer-oriented organization.

Qualifications

• Proven experience leading a customer service or contact centre team.
• Comfortable with telephony systems and CRM platforms.
• Strong knowledge of KPIs, SLAs, and performance metrics.

Responsibilities

• Manage and develop a team of 8–12 Customer Service Advisors.
• Drive coaching and development while managing performance.
• Collaborate across departments to enhance the customer experience.

Skills

Coaching-focused leadership style

Excellent communication

Knowledge of customer service best practices

Data-driven approach to performance metrics

Experience with multi-channel teams

Job description

Are you an experienced people leader with a passion for delivering exceptional customer experiences? My Client is seeking a dynamic and supportive Customer Service Team Leader to head up their high-performing contact centre team. This is a fantastic opportunity to join a forward-thinking organisation that puts people, service quality, and continuous improvement at the heart of everything they do.

Job Summary

In this hybrid role, you'll manage and develop a team of 8–12 Customer Service Advisors, ensuring every customer interaction is handled efficiently, professionally, and in line with service standards. You'll take ownership of team performance metrics, drive coaching and development, and collaborate across departments to enhance the overall customer experience.

Your Role

You'll lead by example, motivating your team to deliver outstanding service while ensuring compliance, quality, and productivity targets are consistently achieved. Your day-to-day will involve coaching individuals, managing performance, supporting complex customer queries, and championing process improvements. Working closely with internal stakeholders, you'll help identify operational gaps and shape customer-focused solutions. Your ability to balance people management with a clear, data-informed approach to performance will be key to your success.

About You

You're an experienced leader with a solid background in contact centre, customer service, or customer experience environments. You know how to get the best out of people, providing the support and structure they need to succeed. Comfortable with telephony systems, CRM platforms, and performance data, you're proactive in driving change and fostering a culture of accountability and continuous improvement. Calm under pressure and solution-oriented, you're someone who thrives in a fast-paced, customer-focused setting.

You'll Bring:

• Proven experience leading a customer service or contact centre team
• A coaching-focused leadership style that empowers and develops others
• Excellent communication and stakeholder engagement skills
• Strong knowledge of customer service best practices and quality frameworks
• A data-driven approach to monitoring KPIs, SLAs, and performance metrics
• Experience managing inbound, outbound, or multi-channel teams (phone, email, webchat)

How to Apply

Ready to lead a committed team and make a real impact in a customer-centric organisation? Apply now with your CV and take the next step in your leadership journey.