Location: Tadworth
Salary: £35,000
Contract: Full-Time, Permanent

Are you an experienced customer service leader with a passion for delivering outstanding customer experiences? We are looking for a Customer Service Team Leader to lead and develop a team of Customer Service Advisors, ensuring customers receive a high-quality, efficient service across multiple contact channels.

About the Role

As a Customer Service Team Leader, you will be responsible for the day-to-day management of a busy customer service team, helping to deliver excellent service standards while driving performance, engagement and continuous improvement.

You will support advisors in resolving customer enquiries and complaints, manage escalated issues and use performance data to identify opportunities to improve the customer journey. This role requires a hands-on leader who can motivate others, manage change and ensure service levels are consistently achieved.

Key Responsibilities

• Lead, coach and develop a team of Customer Service Advisors.
• Monitor individual and team performance against service targets and quality standards.
• Manage escalated customer enquiries and complaints, ensuring timely and effective resolution.
• Promote a customer-focused culture and drive first-contact resolution wherever possible.
• Allocate resources effectively to meet service demands and operational priorities.
• Monitor call volumes, staffing levels and customer service performance metrics.
• Ensure accurate use of CRM, telephony and customer management systems.
• Maintain high standards of data accuracy and compliance, including GDPR requirements.
• Analyse performance information and customer feedback to identify trends and improvement opportunities.
• Support service improvement initiatives, projects and organisational change programmes.
• Work collaboratively with internal teams and external partners to deliver positive customer outcomes.

About You

To be successful in this role, you will have:

• Proven experience leading a team within a contact centre or customer service environment.
• Experience managing customer complaints and complex enquiries.
• Strong coaching, people management and communication skills.
• Experience using CRM systems, telephony platforms and Microsoft 365.
• The ability to analyse data and use insights to improve service delivery.
• Excellent organisational skills and the ability to manage competing priorities.
• A customer-focused approach with the confidence to support vulnerable customers and handle sensitive situations.

Desirable

• Knowledge of the social housing sector.
• Understanding of rent, repairs and tenancy-related services.
• Awareness of safeguarding principles and customer service best practice.
• Experience leading teams through change and service transformation projects.

What We Offer

This is an exciting opportunity to join a customer-focused organisation where you can make a real impact, develop your leadership skills and help create an exceptional customer experience.

Apply today and take the next step in your customer service leadership career.

Please note: A Basic DBS check is required for this role.