Customer Service Team Leader - Drive Service Excellence

Simply Solutions (Europe) Limited; Livingston; On-site; GBP 30,000 - 35,000; Full time

Job summary

Simply Solutions (Europe) Limited is hiring a Customer Service Assistant Team Leader in the United Kingdom. The role leads the day-to-day Customer Service function, ensuring timely communications, progression of work orders, and consistent service standards.

Salary offered is £30,000 - £35,000 per annum, dependent on experience. You will manage workloads, monitor performance, and develop the team while coordinating with contractors and clients to drive service excellence and accountability in a

Qualifications

• Experience in customer service, service desk, or account management environments.
• Experience leading or supervising a customer service team.
• Strong understanding of customer service principles and performance management.
• Experience managing workloads, service requests and operational priorities.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Experience working with CRM, CAFM or customer management systems.
• High level of organisational skills and attention to detail.
• Ability to prioritise workloads effectively in a fast-paced environment.
• Strong stakeholder management and relationship-building skills.
• Proficient in Microsoft Office, including Outlook, Word, Excel and Teams.
• Experience within Facilities Management or a service-led environment would be advantageous.

Responsibilities

• Lead and coordinate daily Customer Service activities across the team.
• Allocate workloads and oversee effective case management across client portfolios.
• Monitor open jobs and ensure work orders are progressed efficiently and within agreed service levels.
• Review ageing work orders and drive actions to achieve timely completion.
• Monitor contractor progress updates and ensure actions are followed through.
• Review and manage outstanding quotations, approvals and customer responses.
• Identify missed commitments and implement corrective actions to minimise service failures.
• Ensure customers receive proactive updates regarding service requests, works progress and outstanding actions.
• Escalate high-priority issues and service risks appropriately.
• Maintain accurate records within company systems and customer management platforms.
• Ensure account handovers are accurate, complete and effectively communicated.
• Produce regular performance reports and service updates for management.
• Support operational teams in resolving customer queries and service delivery issues.
• Drive continuous improvement initiatives within Customer Service processes.
• Maintain a positive and customer-focused culture within the department.

Skills

Customer service experience

Team leadership

Communication

Problem solving

CRM/CAFM

Stakeholder management

Organization

Prioritisation

MS Office

Facilities management

Workload management

Tools

CRM software

CAFM

MS Office

Job description

Simply Solutions (Europe) Limited is hiring a Customer Service Assistant Team Leader in the United Kingdom. The role leads the day-to-day Customer Service function, ensuring timely communications, progression of work orders, and consistent service standards.

Salary offered is £30,000 - £35,000 per annum, dependent on experience. You will manage workloads, monitor performance, and develop the team while coordinating with contractors and clients to drive service excellence and accountability in a