Role
Customer Service Team Leader
Location
Hemel Hempstead – Hybrid working
Salary
£33,780 (increasing after successfully completing the probationary period) + Benefits
Contract
Full-time, Permanent
About the Role
We're looking for an enthusiastic and experienced contact centre Customer Service Team Leader to join a client’s growing team based in Hemel Hempstead.
In this role, you'll be responsible for leading a group of Customer Service Advisors, ensuring they deliver outstanding support to our customers every day. You'll act as a mentor, motivator, and problem-solver, helping the team achieve targets while maintaining a positive and collaborative environment.
Key Responsibilities
- Lead and inspire a team of customer service advisors to deliver exceptional service.
- Monitor performance, provide coaching, and conduct regular one-to-one reviews.
- Handle escalated queries, ensuring swift resolution and customer satisfaction.
- Implement best practices to improve efficiency and service quality.
- Collaborate with other departments to streamline processes and enhance customer experience.
- Report on KPIs and contribute ideas for continuous improvement.
About You
- Experienced in customer service leadership, ideally within a fast‑paced environment.
- Passionate about people development and skilled in coaching and motivating teams.
- Organised and proactive, with strong problem‑solving abilities.
- Excellent communicator with a customer‑first mindset.
- Adaptable and able to thrive under pressure.
What We Offer
- Competitive salary and performance-related bonus.
- Comprehensive training and career development opportunities.
- Supportive team culture with recognition for achievements.
- Generous holiday allowance and flexible working options.
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