Team Leader

Brook Street; Liverpool City Region; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

A leading recruitment agency is seeking a Team Leader for their Customer Service team in Liverpool. The role involves leading a high-performing team, ensuring exceptional service delivery and addressing customer queries. Candidates should have proven leadership experience and a passion for customer service. The position offers a hybrid work model and a competitive salary.

Qualifications

• Proven leadership experience in a contact centre or high-volume service environment.
• Skilled in performance coaching and team development.
• Strong people management skills and ability to motivate.

Responsibilities

• Lead and develop a high-performing team to deliver exceptional customer service.
• Resolve customer queries effectively.
• Coach and inspire your team to exceed targets.

Skills

Leadership experience in contact centre

Performance coaching

Team development

Strong people management

Excellent communication skills

IT proficiency

Tools

MS Office

Job description

Overview

Team Leader - Customer Service — Liverpool (Hybrid - 2 days onsite per week, with flexibility) | £28,000 - £33,000 per annum | 37.5 hours per week | Shifts: Monday to Sunday, 8:30am - 8:30pm
Includes Bank Holidays | Full-time onsite training initially

Brook Street is proud to be working with a market leader in customer service, supporting some of the world's leading brands. We're looking for an experienced and motivated Team Leader to join a fast-paced, high-performance environment and lead a team of Customer Service Associates.

Key Responsibilities

• Lead and develop a high-performing team to deliver exceptional customer service.
• Resolve customer queries with a 'Right First Time' approach.
• Coach, motivate, and inspire your team to meet and exceed targets.
• Build a positive and engaged team culture that promotes service excellence.
• Communicate key campaign performance insights to stakeholders.
• Drive continuous improvement in the customer journey and team performance.
• Identify and escalate service issues or emerging trends.
• Deliver both individual and team KPIs effectively.
• Work flexibly within a 7-day operational shift pattern.

About You

• Proven leadership experience in a contact centre or high-volume service environment.
• Skilled in performance coaching, team development, and situational leadership.
• Strong people management skills with the ability to motivate and influence.
• Passionate about delivering first-class customer service.
• Organised, quality-focused, and detail-oriented.
• A confident decision-maker with commercial awareness.
• Resilient, proactive, and self-motivated with a strong work ethic.
• Excellent interpersonal, verbal and written communication skills.
• IT proficient, especially with MS Office and general systems.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.