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Customer Service Team Leader

Job Posted: 15 days ago

Salary: £ 28,000 - 30,000 / Annum
Job Type: Permanent
Location: Tamworth

Expire in: 13 days

Job Description

Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Team Leader to join their well-established team. This is an excellent opportunity for a motivated individual who is passionate about delivering exceptional customer experiences while leading and developing a high-performing team.
   
 Salary is between £28,000 to £30,000 depending on experience. Hours of work are 9:30am to 5:30pm Monday to Friday.  Please note this is an office-based position.
  
 Benefits include 31 days holiday including Bank Holidays, Paycare - A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice.
   
 As a Customer Service Team Leader, you will play a pivotal role in ensuring outstanding service delivery to customers. You will lead from the front, supporting daily operations, driving team performance, and maintaining high standards across all service interactions. You will be responsible for optimising team efficiency, ensuring KPIs and SLAs are consistently achieved, and fostering a positive and inclusive team environment.
   
 Your duties will include:
  
Lead, motivate, and develop a Customer Service team to consistently achieve SLAs and departmental KPIs 
Take ownership of daily operations, ensuring tasks are completed accurately and efficiently 
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 
Collaborate with internal departments to resolve issues and enhance service delivery 
Manage recruitment, onboarding, and training of new team members 
Produce and analyse reports to support business decisions and performance improvements 
Identify customer trends and workload patterns, providing actionable insights 
Drive continuous improvement initiatives within the team 
Promote a positive, inclusive, and high-performing team culture 
Support people management processes, including investigations where required 
Provide cover for other Team Leaders to ensure continuity of leadership 
Undertake additional duties as required to support business objectives    
 As the Customer Service Team Leader, you will have:
  
Proven experience within a customer service or administrative environment 
Previous experience in a supervisory or team leader role 
Understanding of HR policies and procedures 
Experience with data analysis and reporting tools 
Strong communication and interpersonal skills 
A natural ability to motivate and inspire others 
Excellent problem-solving and decision-making capabilities 
Proficient in Microsoft Office and customer service systems 
Strong organisational skills with the ability to plan, coordinate, and monitor workloads 
Calm, professional, and resilient under pressure

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