Customer Service Team Leader – £28,000 pa
- Leeds
- £28,000 per year
- Permanent
- Full-time
- Acting as the first point of escalation for complex customer queries, complaints, or service issues
- Providing day-to-day support and guidance to Customer Service Advisors, ensuring adherence to service standards
- Monitoring customer interactions to ensure quality, compliance, and a consistently high level of service
- Collaborating with cross-functional teams to resolve customer concerns and improve service delivery
- Assisting in the training and onboarding of new customer service team members
- Identifying process inefficiencies and provide actionable feedback for continuous improvement
- Analysing service data and customer feedback to generate insights and contribute to performance reports
- Leading by example in handling customer inquiries with professionalism, empathy, and efficiency
- Supporting the Customer Service Manager with scheduling, workload distribution, and KPI tracking.
- Proven experience in a customer service or advisory role, at senior or team lead capacity
- Strong interpersonal and communication skills, both verbal and written
- Demonstrated ability to manage and resolve escalated customer concerns effectively
- Proficiency in using CRM systems and customer support tools
- Excellent organisational and time-management abilities
- A proactive approach to problem-solving and continuous improvement
- Leadership qualities - passionate about your team's development and wellbeing, supporting through regular feedback, coaching and check-ins