Customer Service Team Leader

As a Customer Services Manager, this role is central to the team\’s success. It involves leading by example, supporting team development, resolving escalated queries, and ensuring service standards are consistently met.

Responsibilities

• Conduct regular 1:1\’s, impart information, identify operational issues, and share knowledge with the team.
• Build individual development plans based on training needs identified through 1:1\’s and call observations.
• Coordinate professional support to the Herts Fullstop customer base and Customer Account Managers to drive customer satisfaction and promote the organisation.
• Plan resources to ensure sufficient coverage for a high standard of service to internal and external customers.
• Recognise and reward good performance within the team and continually motivate and build team morale.
• Analyse telephony reporting and key performance indicators to identify service trends and take proactive steps to maximise service delivery.
• Manage a full range of administrative duties, addressing all customer issues arising via telephone or the web‑platform.
• Handle general matters and complex correspondence, including supply chain issues and proactive corporate initiatives.
• Oversee phone‑based customer enquiries and provide required information to internal and external customers to support business goals.
• Build processes and cross‑functional practices that improve single‑contact resolution capability, enabling a ‘One Call Solution’ approach.
• Leverage experience from within a fast‑paced customer service team.

Qualifications

• Team Leadership: ability to inspire, motivate, and guide team members, leading by example to foster a positive culture.
• Coaching & Mentoring: provide real‑time support, performance feedback, and development opportunities.
• Data Analysis: track and interpret KPIs (e.g., NPS, CSAT) to identify trends and inform data‑driven process improvements.

Desirable

• Time Management & Organization: prioritize tasks, manage workloads, delegate effectively, and meet deadlines.
• Experience with Multi‑Channel Support: familiarity with managing customer interactions across live chat, phone, and email.
• Proactive Mindset: anticipate customer needs and potential issues before they arise, suggesting improvements to processes or services.

As a Team Leader you will have the greater ability to shape how your team operates and influence outcomes. You will work across multiple teams and services, and with our external partners, building a professional network and learning different parts of the business.

EEO Statement

Disability Confident. We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post. English Fluency: The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language, the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.

About Herts FullStop

Herts FullStop is the UK\’s fastest growing education supplier. We proudly serve a wide range of customers across the education and public sectors, including schools, nurseries, local authorities, and other community‑focused organisations. We are committed to supporting those who make a difference in the lives of children and families across Hertfordshire and beyond. Our vision is to deliver exceptional customer service that reflects the values of Herts FullStop—reliable, responsive, and community‑driven. Our goal is to ensure every customer interaction is positive, efficient, and solution‑focused, helping our clients get the resources they need with ease and confidence.