Regional Customer Service Team Leader
Location: Hemel Hempstead
Salary: Up to £40,000
Hours: Monday–Friday | 37.5 hours per week
Are you a customer service leader who thrives in a fast‑paced environment and enjoys building high‑performing teams? This is a pivotal role where you’ll shape customer experience strategy, lead a regional team and drive operational excellence across the business.
The Role
You’ll play a key role in delivering exceptional customer service by leading, developing and motivating the Customer Services team while working closely with Operations, IT and senior leadership. Acting as a bridge between customers and the business, you’ll ensure service standards remain consistently high and aligned with company goals.
Key Responsibilities
- Embed exceptional customer service across the organisation by supporting and implementing company policies
- Act as the main liaison between Customer Services, Operations and customers to ensure seamless service delivery
- Lead, coach and develop the team, setting clear targets, performance plans and career pathways
- Identify talent and support succession planning to ensure long‑term team strength
- Deputise for the CS Operations Manager and cover Senior CSA/CSA duties when required
- Oversee recruitment, onboarding, training, coaching and mentoring alongside the Training & QA Lead
- Conduct performance reviews, manage standards and apply corrective actions in line with HR policies
- Work closely with IT to improve system functionality and respond to evolving customer needs
- Maintain strong relationships with internal stakeholders and represent the business at meetings and events
- Ensure contract reviews, reporting and processes meet accreditation standards including ISO 17025 and MCERTS
- Support group-wide alignment and the rollout of new processes and best practices
- Champion company values and promote a culture of excellence and continuous improvement
Skills & Experience
- Proven experience in a senior, high‑volume customer service leadership role (ISO 17025 laboratory experience desirable)
- A confident, motivating leader with strong team‑building and coaching skills
- Excellent communication skills with the ability to engage stakeholders at all levels
- Strong problem‑solving and decision‑making capability in a fast‑moving environment
- Results‑driven with a passion for improving customer service performance
- Flexible, adaptable and comfortable managing change
- Experience training, mentoring and supervising Customer Service Advisors
Why Apply?
This is an exciting opportunity to make a real impact, influence customer experience strategy and grow within a collaborative, forward‑thinking organisation.
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