Customer Service Team Leader- Redditch

(phone number removed)pm Monday to Friday office based no hybrid

£28,000-£30,000 per annum depending on your skills and experience.

We are seeking an experienced and motivated Customer Service Team Leader to join a dynamic and fast-paced organisation. This is an exciting opportunity for a confident leader who is passionate about delivering exceptional customer experiences while driving team performance and operational excellence.

As a Customer Service Team Leader, you will lead, support, and develop a team to ensure consistently high service standards. You will play a key role in maintaining efficient operations, improving processes, and ensuring customer satisfaction remains a top priority.

Customer Service Team Leader Key Responsibilities

Lead by example to motivate and inspire a customer service team to achieve service level agreements (SLAs) and key performance indicators (KPIs)
Take ownership of daily operations and contribute to the completion of team tasks
Monitor team performance, providing regular coaching, feedback, and one-to-one support
Conduct performance appraisals and identify training and development needs
Handle escalated customer queries and complaints in a professional and timely manner
Ensure adherence to company policies, procedures, and service standards
Work collaboratively with internal teams to resolve issues and enhance service delivery
Support recruitment, onboarding, and training of new team members
Produce reports and analyse customer trends to inform decision-making
Drive continuous improvement initiatives within the team
Foster a positive, inclusive, and high-performing team culture
Manage employee relations matters and support people management processes
Provide leadership cover for other Team Leaders when required
Undertake additional duties as needed to support business objectives

The successful Customer Service Team Leader will have the following skills and experience:-

Proven experience within a customer service or administrative environment
Previous experience in a supervisory or team leader role
Strong communication and interpersonal skills
Ability to motivate, coach, and develop others
Excellent problem-solving and decision-making abilities
Comfortable using customer service systems and Microsoft Office
Strong organisational skills with the ability to plan and coordinate workloads
Calm, professional, and resilient under pressure
Desirable Skills

Understanding of HR policies and procedures
Experience with data analysis and reporting tools
You are a proactive and supportive leader who thrives in a team environment. You bring a customer-first mindset, a continuous improvement approach, and the ability to build strong relationships across teams.

If you think you have the skills and experience that my client are looking for then please click APPLY with your updated CV and I will be in touch with you soo