Customer Service Team Leader

Location: Welwyn Garden City – Mundells (office based - hybrid after training)

Hours: 37 hours per week

Contract Type: Permanent

Salary: Starting at £31,537 per annum, with opportunity to progress to £34,434.

About the Team: Herts FullStop is the UK’s fastest growing education supplier. We 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.

Vision: Deliver exceptional customer service that reflects the values of Herts FullStop—reliable, responsive, and community-driven. We aim to ensure every customer interaction is positive, efficient, and solution-focused.

Role Overview: As a Customer Services Manager, you will lead by example, support team development, resolve escalated queries, and ensure service standards are consistently met.

Key Responsibilities:

• Conduct regular one-to-one meetings, provide information, identify operational issues and share knowledge with the team.
• Build individual development plans based on training needs identified through one-to-ones and call observations.
• Coordinate professional support to the Herts Full Stop customer base and Customer Account Managers to drive excellence in customer satisfaction.
• Plan resources to ensure sufficient capacity to deliver high standard of service to internal and external customers.
• Recognise and reward good performance, continually motivate and build team morale.
• Analyse telephony reporting and KPIs to identify service trends and take proactive steps to address and maximise service delivery.
• Manage a full range of administrative duties, dealing with all customer issues arising via telephone or the web-platform.
• Handle general matters and more complex correspondence, including management of issues raised in the supply chain and pro-active 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 working practices that improve single contact resolution capability and performance, enabling a ‘One Call Solution’ approach.

Essential Qualifications:

• Previous experience within a fast‑paced customer service team.
• Team leadership skills: the ability to inspire, motivate and guide team members, leading by example to foster a positive team culture.
• Coaching and mentoring: providing real‑time support, performance feedback, and development opportunities.
• Data analysis: ability to track and interpret KPIs and customer feedback metrics (e.g., NPS, CSAT) to inform data‑driven decisions.

Desirable Qualifications:

• Time management and organisation: the ability to prioritise tasks, manage workloads efficiently, delegate effectively, and meet deadlines.
• Experience with multi‑channel support across live chat, phone, and email.
• Proactive mindset: anticipating customer needs and potential issues before they arise, and suggesting improvements to processes or services.

Personal Development: As a Team Leader you will shape how your team operates, influence outcomes, work across multiple teams and services, and build professional networks. We encourage career development and support you in your future career goals.

Recruitment Details: Job level 8. No sponsorship available. Applicants must have right to work in the UK. Interview date to be confirmed.

Contact: Lucy Mckelvie

Benefits of working for us and additional information are available on our website.

Legal and EEO Statements: We are a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post. English fluency is required; sign language interpret provision may be required for those who communicate primarily in a signed language.