Customer Service Team Leader

Role: Customer Service Team Leader Location: Home based with travel to the Midlands based office twice a month (or more if underperforming) Salary: £30,000 DOE + bonus + benefits Hours: 37.5 hours per week (Mon-Fri 8am-8pm & Sat/Sun 9am-5.15pm) to business needs This is an exciting opportunity for an experienced Contact Centre Customer Service Team Leader to join a growing team. My Client prides themselves on delivering excellent customer service – and their Customer Service team is at the heart of that. Theyre looking for an experienced and motivated Customer Service Team Leader to lead a high-performing team, drive exceptional customer experiences, and ensure the smooth day-to-day running of our operation. Leading a team of up to 12 Advisors. You\’ll be a hands-on leader with a passion for coaching, data-driven decision-making, and empowering your team to meet performance targets in a fast-paced, customer-first environment. Key Responsibilities of the Customer Service Team Leader: * Lead, coach, and develop a team of customer service advisors to deliver exceptional service across all contact channels (calls, email, live chat) * Monitor daily performance against key KPIs (AHT, first contact resolution, CSAT, SLA adherence) and take action to address performance gaps * Manage scheduling, resource p…