Customer Service Team Leader: Develop Talent

The Adecco Group; Huntingdon; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

22 days annual leave

25 days after service

Critical illness cover

Life assurance

Employee Assistance Programme (EAP)

Ongoing training and development

Career progression opportunities

Free onsite parking

Complimentary refreshments

Company social events

Job summary

The Adecco Group is seeking an experienced Customer Service Team Leader to develop people and drive exceptional customer experiences. The role blends team leadership with hands-on customer service responsibilities and includes ongoing development opportunities.

Approximately 20-30% of the role involves supporting day-to-day operations while leading a high-performing team. You will drive performance, improve processes and help shape the future of customer service within the organisation.

Qualifications

• Experience as a Customer Service Team Leader.
• Excellent written and verbal communication skills.
• Ability to coach, influence and develop others.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities and competing demands.
• Good IT skills, including Microsoft Office applications.
• Experience in a fast-paced environment with attention to detail.

Responsibilities

• Lead, motivate and develop a customer service team through coaching, mentoring and regular one-to-one meetings.
• Manage team performance, conduct and behaviours in line with company expectations.
• Facilitate team meetings and maintain a positive, performance-focused culture.
• Support onboarding, training and succession planning activities.
• Act as the primary escalation point for customer complaints and service concerns.
• Ensure customer enquiries are managed within agreed service levels.
• Work with internal stakeholders to resolve issues and improve outcomes.
• Prioritise workloads and manage service level performance.
• Create, review and maintain SOPs.
• Identify and implement opportunities for process improvement and operational efficiency.
• Encourage adoption of technology, automation and new ways of working.
• Support wider projects to improve service delivery.
• Remain involved in day-to-day customer service tasks.

Skills

Team leadership

Communication

Coaching

Problem solving

Multitasking

Attention to detail

IT skills

Tools

Salesforce

Dynamics 365

CRM systems

ERP systems

Job description

The Adecco Group is seeking an experienced Customer Service Team Leader to develop people and drive exceptional customer experiences. The role blends team leadership with hands-on customer service responsibilities and includes ongoing development opportunities.

Approximately 20-30% of the role involves supporting day-to-day operations while leading a high-performing team. You will drive performance, improve processes and help shape the future of customer service within the organisation.