Customer Service Team Leader

Overview

Customer Service Team Leader — Cardiff — to £32k depending on experience

We are looking for an experienced and motivated Customer Service Team Leader to join an established business supporting the retail sector. This is a great opportunity for someone who enjoys leading from the front, developing people, and driving high standards of customer service.

The role

• Manage and support the customer service team on a day to day basis
• Monitor and drive performance to ensure KPIs and service targets are achieved
• Conduct regular coaching sessions to support team performance and development
• Assist team members with personal development plans and career progression
• Provide clear performance reports and updates to senior management
• Identify opportunities to improve processes, efficiency, and service quality
• Handle escalated customer queries and support the team with complex situations
• Maintain a positive team culture focused on collaboration and excellent customer outcomes

The person

• Previous experience in a Customer Service Team Leader / Supervisor role
• Strong leadership and people management skills
• Experience managing performance against KPIs and service metrics
• Confident delivering coaching, feedback, and development support
• Strong organisational and reporting skills
• Ability to motivate a team and maintain high service standards
• Excellent communication and problem-solving abilities

In return

• Opportunity to join an established and growing business supporting the retail sector
• A collaborative and supportive working environment
• Ongoing training and development opportunities

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