Customer Service Team Leader — Inspire, Coach & Improve

The Best Connection; Chorley; On-site; GBP 26,000 - 34,000; Full time

Job summary

The Best Connection in Chorley is seeking a Customer Service Team Leader to guide a busy team and drive exceptional service levels. You will support, coach and develop Customer Service Advisors to achieve targets and deliver outstanding customer experiences.

Working hours are 37 per week with early Friday finish; duties include monitoring KPIs, handling escalations and using the CRM to log inquiries while promoting a positive, high-performing culture.

Qualifications

• Proven experience in a customer service environment, ideally in a supervisory or team leadership position.
• Excellent communication and interpersonal skills.
• The confidence to lead by example and motivate a team.
• Experience handling customer complaints and resolving problems effectively.
• Good knowledge of CRM systems, reporting tools and Microsoft Office.
• Strong organisational and time-management skills.
• A proactive, positive and customer-focused mindset.
• A genuine passion for delivering excellent customer service.

Responsibilities

• Leading, motivating and supporting a team of Customer Service Advisors.
• Monitoring individual and team performance against KPIs and service standards.
• Providing regular coaching, feedback and development to team members.
• Conducting one-to-ones, performance reviews and team meetings.
• Leading by example and helping create a positive, supportive team culture.
• Handling customer queries, complaints and more complex issues when required.
• Using the CRM system to accurately log, track and update customer enquiries.
• Arranging collections for returned or damaged goods.
• Raising credits to resolve invoicing and delivery queries.
• Keeping up to date with products, services and internal systems.
• Identifying opportunities to improve processes and contribute to the wider customer service strategy.
• Ensuring company policies and customer service standards are consistently followed.
• Managing priorities effectively in a busy, fast-paced environment.

Skills

Customer service

Team leadership

Communication

CRM systems

Microsoft Office

Organisational skills

Time management

Customer focus

Tools

CRM systems

Microsoft Office

Job description

The Best Connection in Chorley is seeking a Customer Service Team Leader to guide a busy team and drive exceptional service levels. You will support, coach and develop Customer Service Advisors to achieve targets and deliver outstanding customer experiences.

Working hours are 37 per week with early Friday finish; duties include monitoring KPIs, handling escalations and using the CRM to log inquiries while promoting a positive, high-performing culture.