Customer Services Team Leader

Pyramid8; Tingley; On-site; GBP 32,000 - 40,000; Full time

Job summary

Pyramid8 are supporting a fast growing business seeking an experienced Customer Service Team Leader to lead and develop a busy Customer Service team, ensuring customers receive a consistently high standard of service.

You’ll be responsible for team performance, coaching, customer escalations and day-to-day operations, while identifying opportunities to improve processes, service quality and customer experience.

Qualifications

• Proven team leadership and coaching experience.
• Strong customer service and complaint-handling skills.
• Confidence managing KPIs and performance.
• Excellent communication and problem-solving skills.
• A proactive, process-driven approach.
• Strong IT and Microsoft Office skills, particularly Excel.
• Excellent organisation and attention to detail.
• A positive, professional and customer-focused attitude.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Manage daily workloads, performance, KPIs and service levels.
• Work with external business stakeholders and organisations in regards to SLA's
• Coach team members through regular 1:1s, feedback and training.
• Take ownership of complex customer queries, complaints and escalations.
• Monitor quality and drive improvements in customer satisfaction.
• Work closely with Operations, Sales, Finance and Technology to resolve issues and improve processes.
• Support recruitment, onboarding and ongoing team development.
• Maintain high standards of GDPR, Health & Safety and office compliance.
• Support projects, reporting, payroll information and general office operations.

Skills

Team leadership

Customer service

Complaint handling

KPIs

Communication

Problem solving

Process driven

Excel

Organisation

Customer focus

Tools

Excel

Job description

Pyramid8 are supporting a fast growing business who looking for an experienced Customer Service Team Leader to lead and develop a busy Customer Service team, ensuring customers receive a consistently high standard of service.

You’ll be responsible for team performance, coaching, customer escalations and day-to-day operations, while identifying opportunities to improve processes, service quality and customer experience. Managing a team of 8 initially you will help the business to grow and develop the team.

The Role

• Lead, motivate and develop a team of Customer Service Advisors.
• Manage daily workloads, performance, KPIs and service levels.
• Work with external business stakeholders and organisations in regards to SLA's
• Coach team members through regular 1:1s, feedback and training.
• Take ownership of complex customer queries, complaints and escalations.
• Monitor quality and drive improvements in customer satisfaction.
• Work closely with Operations, Sales, Finance and Technology to resolve issues and improve processes.
• Support recruitment, onboarding and ongoing team development.
• Maintain high standards of GDPR, Health & Safety and office compliance.
• Support projects, reporting, payroll information and general office operations.

About You

You’ll be a confident and organised people manager with experience leading a customer service, contact centre or similar team.

Ideally you will Experience in a regulated or evidence-led environment (e.g., financial services, utilities, security, recovery/collections, insurance).

You’ll bring:

• Proven team leadership and coaching experience.
• Strong customer service and complaint-handling skills.
• Confidence managing KPIs and performance.
• Excellent communication and problem-solving skills.
• A proactive, process-driven approach.
• Strong IT and Microsoft Office skills, particularly Excel.
• Excellent organisation and attention to detail.
• A positive, professional and customer-focused attitude.

This is a fantastic opportunity for a hands‑on manager who enjoys developing people, improving processes and making a real impact on customer experience