Customer Service Team Leader
Location: London, hybrid working (3 days from home per week)
Salary: Up to £40,000, with excellent benefits
Reports to: Head of Services
Team: Manages 2 Services Administrators
About the Role
A respected professional membership organisation is seeking a Customer Service Team Leader to manage a small team of Services Administrators and ensure the smooth delivery of their services portfolio. The organisation provides a wide range of support to its members and affiliated partners, with a strong focus on operational excellence, quality, and service.
This hands-on role involves leading the team, managing service delivery, and handling customer or service-related complaints, while contributing to process improvements and operational efficiency. Full training on systems and processes will be provided.
Key Responsibilities
Team Leadership
- Lead, support, and develop 2 Services Administrators
- Foster a collaborative, high-performing team culture
- Delegate tasks effectively and monitor workloads
Service Coordination
- Oversee day-to-day service operations, ensuring quality, efficiency, and compliance
- Handle customer complaints and service-related queries professionally
- Monitor risks and implement appropriate mitigation
Operational Support & Process Improvement
- Work with Finance, IT, and other internal teams to ensure services and processes are effective and fit for purpose
- Identify opportunities to improve workflows and operational efficiency
- Maintain accurate records and reporting
Stakeholder Engagement
- Build strong relationships with internal colleagues and service users
- Gather insights to inform service improvements
Experience & Skills Required
- Proven team leadership or line management experience
- Experience managing customer complaints or service-related queries
- Excellent administration and organisational skills, with strong attention to detail
- Effective problem-solving and decision-making skills
- Strong interpersonal and communication skills, both written and verbal
- IT literate – comfortable with MS Word, Excel, PowerPoint, and online systems
Why Apply?
- Hybrid working – 3 days from home per week
- Opportunity to lead and develop a small team
- Hands-on, varied role with scope to grow skills and influence service delivery
- Work within a well-respected professional organisation supporting a diverse and engaged membership base
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