Customer Service Team Leader - Nights

Robert Walters UK; Warrington; On-site; GBP 29,000; Full time

Job summary

A leading company in digital customer services seeks a Customer Service Team Leader for night shifts in Warrington. This pivotal role involves guiding a team, ensuring service quality, and supporting both customers and colleagues. With a launchpad for career growth, join to lead a passionate team in a vibrant environment with excellent benefits.

Benefits

Management bonus schemes

Company pension plan

Enhanced maternity/paternity leave

Exclusive discounts at retailers

Qualifications

• Experience managing customer service teams in fast-paced environments.
• Track record of delivering excellent customer experiences.
• Strong organizational abilities in monitoring KPIs.

Responsibilities

• Oversee the performance of the night customer service team.
• Manage complex customer queries and escalations.
• Deliver coaching sessions and feedback to team members.

Skills

Customer service

Team leadership

Coaching

Performance management

Empathy

Problem-solving

Education

Experience in contact centers or retail

Job description

CUSTOMER SERVICE TEAM LEADER – NIGHTSSalary: £28,704 + uplift for nightsLocation: Warrington – onsiteContract: PermanentHours: Night Shift – 4 days out of 7, Monday-Sunday (21:00-07:00) (40hrs)

Keywords: customer service, team leader, night shifts, coaching, performance management, retail support, compliance, employee development, customer satisfaction, inclusive workplace

An exciting opportunity has arisen for a Customer Service Team Leader to join a thriving digital customer services team on night shifts in Warrington. This role is perfect for someone passionate about nurturing teams, delivering exceptional service, and supporting both customers and colleagues across a diverse business. The organisation is committed to providing a supportive environment where you can develop your skills, grow your career, and make a real impact.

* Enjoy a competitive salary of £28,704 plus additional night shift uplift, alongside access to management bonus schemes and a company pension plan.

What you'll do:

As a Customer Service Team Leader – Nights based in Warrington, you will play a pivotal role in guiding your team through overnight operations while maintaining high standards of service delivery. Your day-to-day responsibilities will involve managing performance against key metrics, resolving complex customer queries, supporting colleagues during escalations, and ensuring compliance with industry regulations. You will be instrumental in creating an environment where every team member feels valued and empowered to contribute ideas for improvement.

• Oversee the quality and performance of the night customer service team by monitoring adherence to agreed frameworks and service level agreements.
• Maintain up-to-date knowledge of key performance indicators for both your own team and the wider business, ensuring accurate reporting against these metrics.
• Manage team attendance effectively in line with company policies, addressing absence issues promptly and fairly.
• Resolve customer account queries efficiently and professionally, ensuring timely solutions that enhance customer satisfaction.
• Support frontline teams by handling complaint escalations with empathy and sensitivity, always aiming for positive outcomes.
• Deliver engaging coaching sessions and constructive feedback to team members, identifying areas for improvement and agreeing clear action plans.
• Foster a collaborative team environment that encourages personal development, idea sharing, and continuous learning among all members.
• Celebrate individual and team successes by recognising great customer service achievements and promoting a culture of appreciation.
• Collaborate closely with other departments to ensure seamless communication and support across the wider business.

What you bring:

To excel as a Customer Service Team Leader – Nights in this organisation, you will bring hands-on experience leading teams within fast-moving environments where customer care is paramount. Your background may include roles in contact centres or retail settings where you have developed strong people management skills alongside an ability to resolve complex queries efficiently. You are adept at balancing operational demands with the need for compassionate leadership, ensuring each team member receives guidance tailored to their development needs.

• Demonstrated experience managing or supervising customer service teams within a busy contact centre or retail environment, ideally during night shifts or unsociable hours.
• A proven track record of delivering excellent customer experiences through effective problem-solving skills and empathetic communication.
• Strong organisational abilities with experience in monitoring performance against KPIs and reporting on results accurately.
• Excellent interpersonal skills with the ability to coach others constructively while fostering a supportive atmosphere focused on growth.
• Sound understanding of compliance requirements relevant to regulated industries such as gaming or financial services (desirable but not essential).
• Experience handling escalated complaints sensitively while maintaining professionalism under pressure.
• Ability to manage attendance issues fairly by company policy while supporting staff wellbeing.
• A collaborative approach that encourages idea sharing, teamwork, and continuous improvement within your group.
• Comfortable working flexible shift patterns, including weekends as part of a rotational schedule covering 21:00 – 07:00 shifts.
• Commitment to upholding equal opportunities principles and contributing positively to an inclusive workplace.

What sets this company apart:

This organisation stands out for its unwavering commitment to both its customers and employees. Benefit from competitive hourly rates complemented by night shift uplifts, attractive management bonus schemes, robust company pension contributions, enhanced maternity/paternity leave, recruitment reward initiatives; as well as exclusive discounts at leading online and high street retailers. The company’s investment in comprehensive training ensures everyone has the tools needed for success from day one. Their inclusive culture values diversity at every level, providing reasonable adjustments wherever necessary so all individuals can thrive equally. Recognition programmes celebrate outstanding contributions regularly so that every achievement is acknowledged within this close-knit community dedicated to shared growth.

What's next:

If you are ready to take on this rewarding challenge as a Customer Service Team Leader – Nights in Warrington—and want to make a genuine difference, this is your chance! The cut-off date for applications is 18th July 2025.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

About the job

Contract Type: Permanent

Specialism: Business Support

Focus: Customer Service

Industry: Admin and Secretarial

Salary: Up to £28,704 per annum + + night shift up lift