Customer Service Team Leader (Hybrid)

Black & White Recruitment; Dunstable; On-site; GBP 30,000 - 40,000; Full time

Job summary

A dynamic recruitment agency in Dunstable is looking for an experienced Customer Service Team Leader to manage and develop a dedicated team. The ideal candidate will have proven leadership experience, strong communication skills, and a passion for improving customer service. This role offers the chance to make a real impact and contribute to a high-performing team culture.

Qualifications

• Proven experience in leading a customer service team.
• Strong coaching and mentoring abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Manage a customer service team, ensuring service standards are met.
• Provide leadership through one-to-ones and team meetings.
• Handle escalated queries and monitor performance metrics.

Skills

Leadership in customer service

Coaching and mentoring

Communication skills

Organisational skills

Education

Qualification in management or customer service

Job description

My Client is seeking an experienced and people-focused Customer Service Team Leader to join their dynamic customer experience function. This is a fantastic opportunity to lead and develop a dedicated team of Customer Experience Coordinators, ensuring an exceptional level of service is delivered consistently. The successful candidate will inspire a culture of care, high performance, and continuous improvement, playing a key role in enhancing the overall customer journey.

Your Role

In this pivotal role, you will be responsible for the daily management of a customer service team, ensuring all service standards and targets are met. You’ll provide clear leadership through regular one-to-one sessions, team meetings, and mentoring, driving individual and team development. You will handle escalated queries, monitor performance metrics, and ensure workload is effectively managed and distributed. Collaborating closely with peers across the business, you’ll support wider transformation initiatives, champion operational excellence, and contribute to long-term customer service strategies. This role also involves taking part in recruitment, training, and succession planning to ensure a high-performing and resilient team.

About You

You are a confident, engaging leader with proven management experience in a customer service setting. You understand the importance of empowering your team to take ownership of the customer journey, and you bring energy, empathy, and accountability to everything you do. You’re passionate about creating an outstanding experience for customers, while also investing in the growth and development of your team. With strong communication and planning skills, you’re equally comfortable dealing with senior stakeholders or coaching a team member. Above all, you bring a proactive mindset and a genuine drive to make things better for your team, your customers, and the business.

What You’ll Bring

• Proven experience in leading a customer service team
• Qualification in management or customer service, or equivalent experience
• Strong coaching and mentoring abilities
• Excellent verbal and written communication skills
• Highly organised with the ability to manage priorities and workloads

How to Apply

If you're a driven leader ready to make a real impact in a customer-focused environment, we want to hear from you. Apply today to take the next step in your career as a Customer Service Team Leader.