Customer Service Team Leader

Job Description:

We are seeking an experienced Customer Service Team Leader to join our client’s team on an ongoing temporary basis. This role is ideal for a proactive, results-driven leader with a passion for customer service and operational excellence. The successful candidate will play a key role in managing a dynamic team, ensuring best practices are followed, and driving performance improvements within the records management operation.

Working hours are Monday to Friday 9am to 5pm

Target start date is Monday 5 January 2026

Key Responsibilities:

As the Customer Service Team Leader, you will be responsible for overseeing the day-to-day management of the team, ensuring that service levels and targets are met, and that continuous improvements are implemented to enhance efficiency and service delivery.

• Lead & supervise the customer service & admin team on a daily basis
• Allocate team resources effectively to meet SLA requirements and targets
• Track team performance using KPIs, supporting continuous improvement
• Train and mentor team members to build skills, maintain morale, and enhance performance
• Suggest and implement process improvements to increase efficiency and accuracy
• Collaborate with other teams to resolve operational issues and ensure smooth workflows
• Ensure compliance with health & safety procedures, company policies, and processes
• Oversee equipment safety & maintenance ensuring all tools are used appropriately and safely
• Provide regular reports & updates to management on team performance and key metrics

The Ideal Candidate Will Have:

• Relevant experience in a customer service or administration role
• Strong organisational skills with the ability to effectively manage multiple tasks
• Effective time management and punctuality, ensuring deadlines are consistently met
• Team collaboration skills, with the ability to work independently and as part of a wider team
• Proven supervisory/leadership experience in managing teams, ideally within customer service or admin functions
• Problem-Solving abilities to resolve challenges quickly and effectively
• Proficiency in Microsoft Office, particularly Excel, for tracking data and generating reports
• Ability to work under pressure, handling multiple priorities and maintaining quality service
• Flexibility & adaptability, comfortable in a fast-moving and evolving environment