Contact Centre Team Leader

Customer Service Team Leader

Full-time Monday - Friday 9am - 5pm

We are looking for an experienced and motivated Customer Service Team Leader to lead a high-performing contact centre team, delivering excellent multi-channel support and ensuring a positive customer experience at every touchpoint.

The Role

You will be responsible for leading, coaching, and developing a team of Customer Service Advisors, ensuring enquiries and complaints are handled effectively and resolved at first point of contact wherever possible. You'll play a key role in driving performance, improving service delivery, and supporting your team through change.

Key Responsibilities

• Lead, motivate, and develop a team to deliver outstanding customer service
• Monitor performance, providing regular feedback, coaching, and support
• Manage escalated or complex customer enquiries and complaints
• Ensure effective first-contact resolution and high-quality customer outcomes
• Allocate resources and manage workloads to meet service levels
• Monitor call volumes and staffing to maintain performance standards
• Drive continuous improvement using service data and customer insight
• Ensure accurate use of CRM, telephony, and digital systems
• Maintain clear, accurate customer records and reporting
• Support delivery of projects and organisational change initiatives

Skills & Experience Required

• Proven experience leading teams in a contact centre or customer service environment
• Strong background in handling complaints and complex customer issues
• Experience working with call centre systems and Microsoft 365
• Ability to coach, motivate, and develop team members
• Strong data interpretation skills, using insights to improve service delivery
• Confident supporting vulnerable or sensitive customer situations with empathy and professionalism
• Good understanding of customer experience principles and first-contact resolution
• Knowledge of data protection (GDPR) and its application in customer service environments

Desirable Knowledge

• Understanding of housing or regulated environments
• Awareness of service frameworks, compliance, and best practice standards

About You

You are a confident and people-focused leader who thrives in a fast-paced environment. You bring a balance of empathy and performance focus, with the ability to inspire your team while delivering measurable improvements in service quality and customer satisfaction.