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- Tasks: Lead a dynamic customer service team while providing hands-on support to customers.
- Company: Presto Music, a top retailer and streaming service for classical and jazz music.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal growth.
- Why this job: Make a real difference in customer experiences while leading a passionate team.
- Qualifications: Strong customer service experience and leadership skills are essential.
- Other info: Full-time office role with a focus on team wellbeing and performance.
The predicted salary is between 29000 - 31000 £ per year.
Presto Music, a leading classical, jazz & instruments online and physical retailer and music streaming service, is looking for a Customer Service Team Lead to oversee and support a small team while also working consistently on customer enquiries via live chat, email, phone and social channels. You’ll be the first point of contact for escalations, lead by example in day-to-day customer support, and help keep the team organised, trained, motivated and performing well.
This is a full-time, office-based role. You’ll be leading a team made up of colleagues working in the office and remotely, so strong communication and clear daily direction are essential.
What you’ll be doing (key responsibilities)
- Lead the team day-to-day: Support, coach and manage the Customer Service team with a focus on prioritisation, motivation, recognition, and accountability.
- Hands-on customer support: Consistently handle customer tickets, maintaining a high standard of service and communication.
- Escalations: Be the first port of call for complex/difficult cases and help the team resolve issues confidently and professionally.
- Daily priorities & focus: Set clear daily expectations and keep the team focused—especially during high workload periods.
- Efficiency & throughput: Help the team work through enquiries quickly and accurately, maintaining quality and consistency.
- Phone call handling: Coach effective call control and resolution so calls stay focused and productive while maintaining excellent customer care.
- Training & documentation: Build and maintain a customer service training manual over time; support onboarding and ongoing coaching (including handling difficult customers).
- Metrics & visibility: Agree key metrics with senior management, create daily visibility, and take ownership of performance against those measures.
- Team wellbeing: Ensure the team is supported day-to-day and encouraged to take proper breaks and work sustainably.
What we’re looking for
- Strong customer service experience, ideally with team lead / supervisory responsibility.
- Comfortable being hands-on: you enjoy supporting customers directly as well as leading others.
- Confident dealing with escalations and difficult conversations.
- Highly organised: able to prioritise, set direction, and keep calm under pressure.
- Strong written and verbal communication.
- Experience working to targets/metrics and improving team performance over time.
Particularly relevant experience (highly desirable)
- Ecommerce customer service, especially where you’re used to dealing with a large catalogue / wide breadth of products and a varied range of customer queries.
- A passion for music or playing a musical instrument.
- An interest in audio/hi-fi.
Nice to have (not required)
- Curiosity about streamers, streaming services and downloads (or the ability to learn quickly).
Location / working pattern
This is a full-time, office-based role. You’ll work closely with colleagues in the office and support team members who work remotely.
Salary
£29,000 - £31,000 dependent on experience
Days/Hours
Full Time - Monday-Friday
Location
23 Regent Grove, Leamington Spa, Warwickshire, CV32 4NN
To apply
Please email your CV and covering letter to Jonny Brading at jonny.brading@prestomusic.com
Customer Service Team Leader in Royal Leamington Spa employer: Presto Music
Contact Detail:
Presto Music Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Royal Leamington Spa
✨Tip Number 1
Get to know the company inside out! Research Presto Music, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for music, which will definitely impress.
✨Tip Number 2
Practice your communication skills! Since you'll be leading a team and handling customer queries, being clear and confident in your conversations is key. Try role-playing different scenarios with friends or family to get comfortable.
✨Tip Number 3
Show your leadership style! When you get the chance to speak with them, share examples of how you've motivated and supported your team in the past. They want to see that you can lead by example and keep everyone on track.
✨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 the Presto Music team and ready to dive into the world of customer service.
We think you need these skills to ace Customer Service Team Leader in Royal Leamington Spa
Some tips for your application 🫡
Show Your Passion for Music: When you're writing your application, let your love for music shine through! Mention any instruments you play or your favourite genres. This will show us that you're not just a fit for the role, but also for our culture.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for this specific role. Highlight your customer service experience and any leadership roles you've had. We want to see how your skills match what we're looking for!
Be Clear and Concise: Keep your writing clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your experience and skills.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Presto Music
✨Know Your Stuff
Before the interview, make sure you’re familiar with Presto Music’s services and products. Brush up on their customer service approach and think about how your experience aligns with their needs. This will show that you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, you’ll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you’ve successfully managed a team in the past, especially during busy periods or when dealing with escalations. Highlight your coaching techniques and how you keep morale high.
✨Practice Handling Difficult Situations
Expect questions about how you would handle challenging customer interactions. Think of specific instances where you resolved conflicts or turned a negative experience into a positive one. Practising these scenarios will help you respond confidently during the interview.
✨Communicate Clearly
Strong communication is key for this role. During the interview, focus on articulating your thoughts clearly and concisely. Use examples to illustrate your points, and don’t hesitate to ask for clarification if you don’t understand a question. This shows you’re engaged and willing to communicate effectively.
