Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Team Leader to join their well-established team. This is an excellent opportunity for a motivated individual who is passionate about delivering exceptional customer experiences while leading and developing a high-performing team. Salary is between £28,000 to £30,000 depending on experience. Hours of work are 9:30am to 5:30pm Monday to Friday. Please note this is an office-based position. Benefits include 31 days holiday including Bank Holidays, Paycare – A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice. As a Customer Service Team Leader, you will play a pivotal role in ensuring outstanding service delivery to customers. You will lead from the front, supporting daily operations, driving team performance, and maintaining high standards across all service interactions. You will be responsible for optimising team efficiency, ensuring KPIs and SLAs are consistently achieved, and fostering a positive and inclusive team environment. Your duties will include:
- Lead, motivate, and develop a Customer Service team to consistently achieve SLAs and departmental KPIs
- Take ownership of daily operations, ensuring tasks are completed accurately and efficiently
- Monitor team performance, providing regular coaching, feedback, and one-to-one support
- Conduct performance appraisals and identify training and development needs
- Handle escalated customer queries and complaints in a professional and timely manner
- Ensure adherence to company policies, procedures, and service standards
- Collaborate with internal departments to resolve issues and enhance service delivery
- Manage recruitment, onboarding, and training of new team members
- Produce and analyse reports to support business decisions and performance improvements
- Identify customer trends and workload patterns, providing actionable insights
- Drive continuous improvement initiatives within the team
- Promote a positive, inclusive, and high-performing team culture
- Support people management processes, including investigations where required
- Provide cover for other Team Leaders to ensure continuity of leadership
- Undertake additional duties as required to support business objectives
As the Customer Service Team Leader, you will have:
- Proven experience within a customer service or administrative environment
- Previous experience in a supervisory or team leader role
- Understanding of HR policies and procedures
- Experience with data analysis and reporting tools
- Strong communication and interpersonal skills
- A natural ability to motivate and inspire others
- Excellent problem-solving and decision-making capabilities
- Proficient in Microsoft Office and customer service systems
- Strong organisational skills with the ability to plan, coordinate, and monitor workloads
- Calm, professional, and resilient under pressure