Robert Walters
Customer Service Team Leader
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Customer Service Team Leader
Salary: £30,900
Location: Warrington - Fully Office Based
Hours: Shift pattern (Mon-Sun) 06:45 through to 22:00
An exciting opportunity has arisen for an experienced Customer Service Team Leader to join a well-established organisation with a strong heritage and growing digital presence. This role is ideal for someone who is passionate about developing people, delivering excellent customer experiences, and driving operational performance within a fast-paced environment.
Key Responsibilities
- Lead, motivate, and support a customer service team to deliver excellent customer outcomes
- Monitor workloads, service levels, and team performance to ensure operational efficiency
- Conduct regular coaching sessions, one-to-ones, and performance reviews
- Support onboarding and ongoing development of new and existing team members
- Handle escalated customer queries and complaints professionally and fairly
- Ensure compliance with company procedures, quality standards, and regulatory requirements
- Analyse performance data and customer feedback to identify improvements and trends
- Maintain accurate records, reporting, and audit documentation
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About You
- Previous experience leading or supervising a customer service or operational team
- Strong communication and people management skills
- Ability to coach, develop, and motivate individuals to improve performance
- Organised with the ability to manage competing priorities in a busy environment
- Comfortable working with performance data and operational systems
- A collaborative and proactive approach to leadership
- Experience within a regulated environment would be advantageous but is not essential
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