Customer Service Team Leader

CUSTOMER SERVICE TEAM LEADER

BRISTOL

Our client is looking to recruit a Customer Service Team Leader with significant experience in utilities, financial services or banking environments. It’s a full-time, permanent position with hybrid working offered. We’re looking for a strong leader with excellent communication skills and a focus on continuous improvement.

ABOUT THE ROLE

• Lead a team of Customer Service Advisors, responsible for regular 121s, performance reviews, feedback, coaching etc.
• Act as the first point of escalation for complex or sensitive customer cases, providing expert guidance, resolution, and assurance.
• Monitor performance against team KPIs for service levels, first contact resolution, complaint prevention, and QA.
• Supports with customer contact volume during busy periods to meet service commitments.
• Deliver structured coaching and case reviews focused on quality and compliance.
• Promote continuous improvement and innovation.

REQUIRED SKILLS & EXPERIENCE

• Strong experience leading or managing a customer contact team within a Utilities/ Financial Services/ Banking environment.
• A thorough understanding of FCA regulatory frameworks.
• Proven ability to handle escalations, complaints and high-profile cases.
• Excellent communication, coaching, and stakeholder management skills.
• Ability to interpret data and translate insight into practical improvement actions.
• Proven experience improving overall team performance against SLAs/KPIs.
• A professional approach with the ability to inspire a team and promote a positive culture.

NEXT STEPS

If you’re interested in applying for the Customer Service Team Leader position, please send us your up to date CV today!

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