Full job description

Role: Customer Service Team Leader

Salary: £29,000 - £31,000

ContractType: Permanent, Hybrid

Hours: Monday to Friday, 2-week shift rotation of 8am - 4pm, 12pm - 8pm

Location: Leeds Dock

Our client is seeking a dynamic and motivated Customer Service Team Leader to join their thriving customer experience department. This permanent, full-time position presents a fantastic opportunity for a Team Leader with experience of leading a phone-based customer service team to take the next step in their career.

As a key player in the Customer Service Team, you will be leading, supporting, and motivating a dedicated team of Customer Service Executives, ensuring they deliver exceptional service while continuously seeking opportunities for improvement.

We love working with this business and our candidates have grown into a variety of different roles here so if you're looking for growth opportunities, this is the business for you!

Key Responsibilities:

• Lead, coach and develop a team of Customer Service Executives to deliver exceptional customer experiences and achieve performance targets.
• Drive operational efficiency, service quality and team productivity through continuous improvement initiatives and data-driven decision making.
• Monitor and analyse customer interactions, performance metrics and trends to identify opportunities for service enhancement.
• Act as the escalation point for complex customer enquiries and complaints, ensuring timely and effective resolution.
• Collaborate with Customer Experience colleagues and Team Leaders to embed best practice, maintain service consistency and communicate business updates effectively.

The ideal candidate will possess:

• Strong leadership skills with the ability to motivate and develop team members
• Excellent communication skills, enabling clear information sharing and context setting
• Exceptional organisational abilities to prioritise tasks effectively
• Strong problem-solving skills, guiding team members to resolve queries with initiative
• The capacity to multitask and thrive in a fast-paced environment
• Impeccable attention to detail, capable of reviewing others work to identify areas for improvement

If you are passionate about delivering exceptional customer service and have the leadership skills to inspire a team, this is an excellent opportunity to advance your career with a reputable organisation.

Interested candidates are encouraged to apply today!

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

• By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.