Customer Services Teamleader

CBSbutler Holdings Limited trading as CBSbutler; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading customer service firm in Newcastle upon Tyne is seeking a Customer Services Team Leader for a 6-month contract with the option to go permanent. The ideal leader will have a strong background in team management within a contact centre environment, capable of driving performance and ensuring service excellence. This role involves managing a team of around 10, handling escalated customer issues, and contributing to a culture of continuous improvement. Pay ranges from £16 to £22 per hour depending on experience.

Qualifications

• Experience in managing a team in a contact centre environment.
• Ability to handle complex customer enquiries effectively.
• Strong coaching and people management skills.

Responsibilities

• Manage the daily performance of a team of ~10 customer-service colleagues.
• Coach and develop colleagues to improve performance and capability.
• Handle complex and escalated customer enquiries.
• Support service levels by taking customer calls when required.
• Monitor adherence, attendance, and schedules.
• Communicate business updates and drive continuous improvement.

Skills

Team leading experience

Customer services

Call centre experience

Ideally within financial services

Job description

Customer Services Team Leader

Contract: 6‑month contract with the option to go permanent.

Location: On site in Newcastle.

Pay: £16‑£22 per hour.

Skills

• Team leading experience
• Customer services
• Call centre experience
• Ideally within financial services

We are seeking a passionate and committed team supervisor to join our customer service department. This role suits an ambitious leader who thrives in a fast‑paced contact centre environment and is driven to deliver excellent customer service.

Reporting to the Customer Service Operations Manager, you will lead and coach a team of around 10 colleagues, driving performance, engagement, and service excellence. You will set clear objectives, manage performance, handle escalations, and support the day‑to‑day running of the contact centre to ensure service levels are consistently achieved.

Key Responsibilities

• Manage the daily performance of a team of ~10 customer‑service colleagues.
• Coach and develop colleagues to improve performance and capability.
• Handle complex and escalated customer enquiries.
• Support service levels by taking customer calls when required.
• Monitor adherence, attendance, and schedules.
• Communicate business updates and drive continuous improvement.

Experience Required

• Contact centre experience.
• People management and coaching experience essential.
• Experience in a fast‑paced environment.
• Financial services or regulated environment experience desirable.

If you'd like to discuss the customer services team leader role in more detail, please send your updated CV to (url removed) and I will get in touch.