Customer Services Team Leader

LiveWest; Camborne; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join a leading organization as a Customer Services Team Leader, where you will manage a high-performing team, enhance customer satisfaction, and ensure compliance with regulatory standards. This full-time role in Camborne offers a supportive environment focused on continuous improvement and community service.

Benefits

Generous annual leave starting at 26 days

Up to 9% employer pension contributions

Health benefits, virtual GP, gym discounts

Ongoing personal and professional development

Work-life balance policies

Wellbeing initiatives like mental health support

Travel schemes like Cycle to Work

Up to four paid volunteering days annually

Qualifications

• Experience leading or supervising teams.
• Strong IT and record-keeping skills.
• Ability to manage a team of Customer Service Advisers.

Responsibilities

• Enhance customer satisfaction through effective query resolution.
• Lead and develop the team via coaching and performance management.
• Monitor performance through KPIs and feedback for continuous improvement.

Skills

Leadership

Communication

Customer Service

Teamwork

Complaint Management

Education

Customer Service or CIH qualification

Tools

IT Skills

Job description

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About The Role

Are you committed to delivering excellent customer service? Are you seeking a new opportunity in a growing and forward-thinking organization? If so, we want to hear from you.

As a Team Leader in our Customer Services team, you will manage daily duty rotas and quality control. You will support the resolution of complex queries and collaborate across departments to ensure services align with our strategic aims, values, policies, and standards. You will lead a high-performing team to meet targets and maximize outcomes for customers and LiveWest.

Key Responsibilities

• Enhance customer satisfaction through effective query resolution and proactive service delivery.
• Lead and develop the team via coaching and performance management.
• Ensure compliance with regulatory standards and maintain quality.
• Collaborate to improve service delivery and support operational planning.
• Manage social media platforms to promote digital engagement.
• Monitor performance through KPIs and feedback for continuous improvement.

Why Join LiveWest

We are passionate about exceptional customer service and making a difference. As a Team Leader, you will shape a high-performing, customer-focused team in a supportive environment. Lead with purpose, collaborate, and innovate in serving our communities. If you value integrity, teamwork, and continuous improvement, LiveWest is the place for you.

This full-time, permanent role offers 37 hours per week on shift rotations between 7:30 am and 5:30 pm, Monday to Friday, based at our Tolvaddon office. For more information, view our candidate information pack.

About The Candidate

To succeed, you should have the skills and experience of a level two role, including:

• Experience leading or supervising teams.
• Confident communication with diverse customers.
• Customer Service or CIH qualification (or equivalent experience).
• Experience in Customer Service Centres.
• Training and coaching experience.
• Complaint management skills.
• Strong IT and record-keeping skills.
• Excellent customer service skills.
• Ability to manage a team of Customer Service Advisers.
• Teamwork and feedback skills.
• Focus on increasing customer satisfaction and meeting metrics.

Please note: You must have the right to work in the UK; we cannot sponsor visas.

Our Reward and Benefits

• Generous annual leave starting at 26 days plus bank holidays, increasing with service, with options to purchase extra days.
• Up to 9% employer pension contributions.
• Health benefits, virtual GP, gym discounts, retail discounts, and Blue Light Card.
• Ongoing personal and professional development.
• Work-life balance policies, including family support and a new child payment.
• Wellbeing initiatives like mental health support and free flu jabs.
• Travel schemes like Cycle to Work and Car Benefit.
• Up to four paid volunteering days annually.

About Us

LiveWest is dedicated to creating homes for everyone, guided by our values of collaboration, integrity, and community focus. As one of the largest employers in the South West, we serve 80,000 customers with a team of 1,800 colleagues. We foster local talent, support our staff, and build brighter futures.

Inclusion At LiveWest

We promote an inclusive, diverse workplace where everyone is valued. We are committed to equal opportunity, supporting colleagues from all backgrounds, and creating an accessible environment. Join us in building vibrant, inclusive communities.