Customer Service Team Leader

  • Full Time
  • Chester
  • £24000-£26,000

Our client is a leading and growing organisation with an enviable brand and reputation. Due to continued growth and success, they are looking to recruit an experienced Customer Service Team Leader to manage the daily workload and performance of a small team.  The successful candidate will have strong team management and customer service skills, as well as the ability to delegate workload, monitor output, and deliver ongoing training and support to the team.

Purpose of the role:

You will be managing a diverse team who are the first point of contact for any incoming queries.  The department is responsible for coordinating incoming calls, creating cases on the case management system, and delivering an exceptional service.  In addition, the team also deliver high volume, quality administration.

Working in a fast-paced environment you will need to regularly manage the expectations of multiple stakeholders across the business, make operational decisions and manage the team.

Responsibilities Include:

  • Ensure that every customer interaction is professional, efficient, and escalated in accordance with internal processes, whilst consistently delivering excellent customer service
  • Ensure that the team deliver a consistent, professional, and equitable administration and telephony support, whilst identifying and escalating areas of risk to the business
  • Full operational awareness and service delivery focus with the ability to prioritise / delegate work effectively to maximise efficiency and ensure all SLAs are met
  • Monitor and record workflow whilst identifying and escalating any areas of trend
  • Manage the day to day running of the HR Coordination team, including monitoring productivity, accuracy and conducting 121’s and performance reviews, whilst ensuring continued development
  • Identifying, implementing, and supporting change with pace and efficiency, whilst exploiting technology to ensure the service provided evolves with the needs of the business
  • Work autonomously, on delegated work areas and where appropriate seek advice from senior colleagues when required
  • Always demonstrate motivational and role model behaviour

Skills Required:

  • Ability to lead a team to maximise productivity maintaining a high level of morale
  • Ability to build rapport quickly with key people throughout the business
  • Ability to effectively manage conflict
  • Credible, articulate, confident communicator with a high level of oral and written English
  • A customer-oriented approach and focus, committed to achieving excellent levels of customer service
  • Ability to analyse complex issues and provide practical and creative solutions
  • Ability to analyse data
  • Ability to think quickly and in an agile way to meet deadlines and respond positively and constructively to feedback
  • Good questioning and listening skills to establish customer requirements
  • 6 months + Team leader or equivalent experience
  • Experience of HR policies and processes
  • Proficient with and comfortable using telephony and web-based computer systems, particularly the Microsoft Office suite (Outlook, Word, Excel, etc)


  • Competitive salary with an excellent benefits package
  • 25 days holiday, plus 8 days bank holiday
  • Free parking
  • Staff discount
  • Discounted gym membership
  • Educational sponsorship
  • Enhanced maternity/paternity leave
  • Long service awards

Customer Service Team Leader


£24,000 – £26,000


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Jo Marsden

Jo Marsden is managing the process for this particular vacancy. Please do not hesitate to contact Jo if you would like to discuss the role in more detail - 07740 621160

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