At a Glance
- Tasks: Lead and support a dynamic Customer Services team to deliver exceptional service.
- Company: Join a forward-thinking company that values inclusivity and teamwork.
- Benefits: Enjoy 175 hours of holiday, discounts, private medical insurance, and a pension scheme.
- Other info: Hybrid role with excellent career development opportunities and a supportive culture.
- Why this job: Make a real impact by leading a passionate team in a fast-paced environment.
- Qualifications: Experience in people management and a strong focus on customer service.
The predicted salary is between 30000 - 30000 € per year.
Overview: Customer Services Team Leader – INTERNAL ONLY (Hybrid – New Milton) – 35 hours per week – Salary £30,000 – Start Date: June 2026. This role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to start date.
Benefits:
- 175 hours annual holiday
- Discounts on groceries, shopping, holidays, insurance, restaurants and more
- 24/7 employee assistance programme with an app
- Family and friends discounts on services & products
- Pension scheme, up to 4% company matched
- Private medical insurance – personal
- Free on‑site parking
Responsibilities:
- Lead people and support service delivery across Customer Services and Telecare activities.
- Lead, motivate, and support Customer Service Operators.
- Create a positive, inclusive team culture.
- Deliver regular one‑to‑one coaching and development conversations.
- Manage attendance, wellbeing and performance in line with company policies.
- Identify training needs and support ongoing skill development.
- Act as first point of escalation for people‑related issues.
- Oversee day‑to‑day service delivery to meet customer needs safely and effectively.
- Monitor KPIs, service quality and performance standards.
- Support the team during peak demand and handle escalated customer issues when required.
- Contribute to rota cover and resource planning to maintain service levels.
- Ensure systems, processes, and procedures are followed accurately.
- Observe team activity and provide constructive feedback.
- Use performance insight, quality checks, and customer feedback to identify improvements.
- Support continuous improvement and consistent service standards.
- Share insights and feedback with managers to support service development.
- Work closely with other Team Leaders, Managers and support teams.
- Communicate key messages clearly and consistently.
- Act as a role model for company values and behaviours.
- Ensure safeguarding, confidentiality, and data protection standards are followed.
- Promote health, safety and compliance across the team.
Qualifications:
We’re looking for a strong people‑focused leader who can combine empathy with confidence and consistency.
Essential:
- Experience leading or coaching teams in a customer‑facing or operational environment.
- People management experience, including performance and attendance support.
- Experience working in a fast‑paced, service‑driven setting.
- Confidence handling escalations and supporting colleagues under pressure.
- Strong communication, judgement and prioritisation skills.
- Confident IT user, comfortable working across multiple systems.
Desirable:
- Contact centre, telecare or customer service leadership experience.
- Experience supporting vulnerable individuals or handling sensitive situations.
- Experience using performance data or quality measures to improve outcomes.
Equal Opportunity: We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.
Customer Services Team Leader - INTERNAL ONLY in New Milton employer: Appello UK
As a Customer Services Team Leader at our New Milton location, you will thrive in a supportive and inclusive work culture that prioritises employee wellbeing and development. With benefits such as generous annual leave, private medical insurance, and a robust pension scheme, we are dedicated to fostering your growth while ensuring a positive work-life balance. Join us to lead a passionate team and make a meaningful impact in a dynamic environment where your leadership skills can shine.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader - INTERNAL ONLY in New Milton
✨Tip Number 1
Network like a pro! Reach out to your colleagues and connections within the company. Let them know you're interested in the Customer Services Team Leader role. A friendly chat can sometimes lead to insider tips or even a recommendation!
✨Tip Number 2
Prepare for that interview! Brush up on your leadership skills and think of examples where you've motivated your team or handled escalations. We want to see how you can bring your experience to the table, so be ready to share those stories.
✨Tip Number 3
Showcase your passion for customer service! During your discussions, highlight how you’ve contributed to service delivery and improved team performance in the past. We love candidates who are genuinely excited about making a difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and ready to take on the challenge of leading our Customer Service Operators.
We think you need these skills to ace Customer Services Team Leader - INTERNAL ONLY in New Milton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in leading teams and delivering customer service. We want to see how your skills match the role, so don’t hold back on showcasing your achievements!
Showcase Your People Skills:Since this role is all about people leadership, let us know how you've motivated and supported your team in the past. Share specific examples of coaching or resolving conflicts to demonstrate your ability to create a positive team culture.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Use bullet points if it helps to organise your thoughts!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Appello UK
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Services Team Leader inside out. Familiarise yourself with the responsibilities listed in the job description and think about how your experience aligns with them. This will help you answer questions confidently and show that you're genuinely interested.
✨Showcase Your Leadership Skills
As a potential leader, it's crucial to demonstrate your people management skills. Prepare examples of how you've motivated teams, handled escalations, or supported colleagues in high-pressure situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Continuous Improvement
The role involves monitoring KPIs and service quality, so be ready to discuss how you've used performance data to drive improvements in past roles. Share specific instances where your insights led to positive changes, showcasing your analytical skills and commitment to excellence.
✨Be a Team Player
Collaboration is key in this role, so highlight your ability to work well with others. Think of examples where you've communicated effectively with team members or other departments. Show that you can be a role model for company values and foster a positive team culture.
