Inspiring Customer Service Team Leader

Interaction Recruitment Group; St. Ives; On-site; GBP 32,000 - 39,000; Full time

Job summary

Interaction Recruitment Group is seeking a Service Delivery Team Leader to manage a Customer Service team, prioritize coaching, and drive a culture of exceptional service. The role focuses on developing people, meeting KPIs and delivering strong customer outcomes in a busy office setting.

The position is full-time, office-based, with 37.5 hours per week and a salary up to £35,000 DOE. You will lead by example, supporting onboarding, development and high performance to create a positive customer

Qualifications

• Experience leading customer service teams.
• Background in contact centre or service delivery environments.
• Proven track record of coaching and developing teams.
• Experience managing KPIs and service levels.
• Excellent communication and interpersonal skills.
• Proactive, organised and solutions-focused mindset.

Responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Hold regular 1-2-1s and performance conversations.
• Support your team to achieve KPIs, service levels and quality targets.
• Identify strengths and development opportunities.
• Oversee onboarding, training and ongoing development.
• Handle escalated customer queries professionally.
• Build a positive, high-performing team culture.
• Collaborate with leadership to deliver objectives and improvements.
• Lead by example in delivering exceptional customer service.

Skills

People leadership

Coaching & mentoring

KPI & service levels

Communication skills

Customer service excellence

Escalation handling

Process improvement

Job description

Interaction Recruitment Group is seeking a Service Delivery Team Leader to manage a Customer Service team, prioritize coaching, and drive a culture of exceptional service. The role focuses on developing people, meeting KPIs and delivering strong customer outcomes in a busy office setting.

The position is full-time, office-based, with 37.5 hours per week and a salary up to £35,000 DOE. You will lead by example, supporting onboarding, development and high performance to create a positive customer