Customer Service Team Leader — Lead, Coach & Elevate CX

Radius Limited; Salford; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

DEI programs

Charity volunteering events

Job summary

Radius Limited in Salford, United Kingdom, is seeking an experienced Customer Service Team Leader to drive excellence in our customer interactions and leadership of a frontline team. You will mentor agents, monitor performance metrics, deliver training, handle escalations, and implement QA processes to ensure high service standards while collaborating with senior management to improve customer outcomes.

The role also involves scheduling, workload management, and fostering a service-focused

Qualifications

• 3–5 years of customer service experience.
• 2+ years of team leadership or supervisory experience.
• Proficiency with CRM systems and ticketing software.
• Excellent communication and interpersonal skills.
• Ability to manage conflicts and resolve customer issues professionally.
• Experience with performance metrics and data interpretation is a plus.
• Experience with workforce management and QA processes preferred.

Responsibilities

• Lead and motivate a team of customer service representatives to meet and exceed service standards.
• Monitor and evaluate team performance against key metrics; provide coaching and feedback.
• Conduct regular training to improve customer communication, problem-solving, and product knowledge.
• Manage customer escalations with empathy and decisive resolution.
• Implement QA processes and conduct call/interaction reviews for compliance.
• Analyze customer feedback and performance data to identify trends and improvements.
• Schedule shifts, manage workload, and ensure coverage during peak periods.
• Foster a collaborative culture focused on customer satisfaction and employee engagement.
• Communicate performance, challenges and opportunities to senior management.
• Maintain accurate records of team activities and training initiatives.

Skills

Customer service excellence

Team leadership

Communication

CRM proficiency

Coaching

Data analysis

Tools

CRM software

Ticketing software

Call center tools

Job description

Radius Limited in Salford, United Kingdom, is seeking an experienced Customer Service Team Leader to drive excellence in our customer interactions and leadership of a frontline team. You will mentor agents, monitor performance metrics, deliver training, handle escalations, and implement QA processes to ensure high service standards while collaborating with senior management to improve customer outcomes.

The role also involves scheduling, workload management, and fostering a service-focused