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

Service Delivery Team Leader

Full-Time | 37.5 Hours Per Week | Monday-Friday | Office Based
Up to £35,000 DOE

Ready to lead a team where your leadership genuinely makes a difference?

We're looking for an ambitious, people-focused Customer Service Team Leader who knows that great customer service starts with great people.

This isn't simply a role where you'll monitor KPIs and manage a team. You'll have the opportunity to coach, inspire and develop your people, create a positive team culture and make a real impact on both the customer experience and the wider business.

You'll be joining a growing, forward-thinking organisation that genuinely values its people, encourages development and gives its leaders the opportunity to make their mark.

If you're the kind of leader who gets satisfaction from seeing someone in your team grow, improve and succeed, this could be the opportunity you've been waiting for.

What You'll Be Doing

You'll take ownership of a dedicated Customer Service team, creating an environment where people feel supported, motivated and empowered to perform at their best.

Your role will include:

• Leading, motivating and developing a team of Customer Service Advisors.
• Holding regular 1-2-1s, coaching sessions and performance conversations.
• Supporting your team to achieve and exceed KPIs, service levels and quality targets.
• Identifying individual strengths and development opportunities, helping your people reach their full potential.
• Supporting the onboarding, training and ongoing development of new and existing team members.
• Taking ownership of escalated customer queries and ensuring they are handled professionally and effectively.
• Building a positive, engaged and high-performing team culture.
• Identifying opportunities to improve processes, customer journeys and operational efficiency.
• Working closely with the wider leadership team to deliver business objectives and continuous improvement initiatives.
• Leading by example and setting the standard for exceptional customer service.

About You

We're looking for a confident and inspiring people leader who genuinely enjoys working with customers and developing others.

You'll ideally have:

• Previous experience as a Customer Service Team Leader, Contact Centre Team Leader, Call Centre Team Leader, Customer Service Supervisor or similar.
• Strong experience within a customer service, contact centre or service delivery environment, or transferrable enviroments
• A proven track record of coaching, mentoring and developing teams.
• Experience managing KPIs, service levels, quality and performance.
• Excellent communication and interpersonal skills.
• The confidence to manage challenging conversations and customer escalations.
• A proactive, organised and solutions-focused mindset.
• The ability to motivate people and bring out the best in those around you.
• A genuine passion for delivering an outstanding customer experience.

Most importantly, you'll be someone who cares about people.

We're looking for someone with the right leadership mindset, energy and ambition to make a difference.

If you're ready to take your leadership experience to the next level and join a business that values its people, invests in development and genuinely cares about delivering a great customer experience, we'd love to hear from you.