Customer Services Team Leader

Description

Are you the kind of leader who can keep a team motivated, performance high, and customers happy - even when the pressure is on?

This is an opportunity for a hands-on leader who enjoys being in the thick of a fast-paced operation - coaching people, driving standards, solving problems in real time, and leading from the front when it matters most.

As Customer Services Team Leader, you'll lead and support a team of Customer Service Advisors across a busy multi-channel environment, ensuring service delivery, quality, compliance, and customer experience remain consistently high.

This role combines people leadership with operational responsibility - ideal for someone who enjoys coaching teams, improving performance, and making quick, confident decisions in a live operational setting.

You'll play a key role in shaping culture, embedding best practice, and helping create a high-performing and collaborative customer service environment.

Day to Day

Lead day-to-day operations for your team, ensuring service levels and customer outcomes are achievedCoach, support, and develop Customer Service Advisors through regular 1:1s and performance managementMonitor workload, demand, and capacity, making real-time operational decisionsSupport live customer interactions during peak demand periods when requiredManage performance, quality, attendance, and conduct consistently and fairlyHandle escalated customer queries, complaints, and risk-based decisions professionallyComplete quality reviews and support calibration activities across the operationIdentify trends and opportunities for continuous improvement using operational data and customer feedbackSupport onboarding, training, and embedding of new processes and operational changesWork collaboratively with Compliance, QA, Training, and wider Operations teams

YOU?

Previous experience leading or supervising teams within a fast-paced customer service environmentStrong understanding of service delivery, operational KPIs, and quality standardsExcellent communication and coaching skillsAbility to manage difficult conversations and complex customer situations confidentlyStrong organisational skills and the ability to prioritise under pressureComfortable working across multiple systems and operational toolsPositive, resilient, and accountable leadership styleExperience within betting/gaming, financial services, retail, utilities, or another regulated environment would be beneficial

Additional Information

Fully on-site role based in BirchwoodTwo-week structured onboarding programme (Monday-Friday, 9am-5pm)Shift-based rota across a seven-day operationWorking hours cover 06:45-22:00 on an 8-week rolling rota (5 days from 7)

If you're a people-first operational leader who enjoys fast-moving environments and wants to make a genuine impact, I'd be keen to speak with you.

51707CCR2

INDFIR

The Portfolio Group are acting on behalf of our client in recruiting for this position.

Ad ID: 5418819918