Customer Service Team Leader: Drive Excellence & Team Growth

Betfred Group Holdings Limited; Hatfield; On-site; GBP 28,000 - 40,000; Full time

Job summary

Betfred is seeking a Customer Service Team Leader to drive operational leadership and development of our Customer Service Advisors. You will foster a high-performing, accountable team focused on delivering safe, fair, and high-quality customer experiences across journeys.

In this role you’ll balance people leadership with hands-on support, ensuring service levels, quality standards and regulatory requirements are met.

Qualifications

• Proven experience leading or supervising a customer service or operational team in a fast-paced environment.
• Strong understanding of customer service delivery, quality frameworks, and performance management.
• Excellent communication skills with the ability to handle sensitive or complex issues professionally.
• Experience coaching individuals, managing performance, and developing team capability.
• Analytical mindset with experience using data and insight to drive continuous improvement.
• Ability to work across multiple systems and operational tools.

Responsibilities

• Provide day-to-day operational leadership for your team, ensuring service levels and customer outcomes are met.
• Monitor demand, workload and capacity to maintain service continuity.
• Lead by example with hands-on support during peak demand to maintain quality.
• Manage team performance, attendance, and conduct in line with standards.
• Set objectives and provide regular 1:1s, coaching, and reviews.
• Escalate complex issues and ensure fair, compliant outcomes.

Skills

People leadership

Customer service

Performance management

Communication skills

Data analysis

Regulatory knowledge

Job description

Betfred is seeking a Customer Service Team Leader to drive operational leadership and development of our Customer Service Advisors. You will foster a high-performing, accountable team focused on delivering safe, fair, and high-quality customer experiences across journeys.

In this role you’ll balance people leadership with hands-on support, ensuring service levels, quality standards and regulatory requirements are met.