Full job descriptionCustomer Service Team Leader
*Contract Type: Temporary (12 Weeks )
*Start Date: ASAP
*Location: Welwyn – Hybrid min 3 days in office, 2 days at home
*Salary: £23.39 Per Hour
*Working Hours: 37 hours per week – Monday to Friday
*Start Date: ASAP
My Welwyn based client is recruiting for an Experienced Customer Service Team Leader to oversee a busy customer service function. This Team Leader opportunity will suit an experienced people manager who can confidently lead across both a process-driven administrative team and busy customers facing reception environment.
The successful Team Leader will manage day-to-day service delivery across phone, digital and face-to-face channels, while providing strong support, coaching and structure to a team of 10 that has been through significant change. This is an excellent opportunity for someone with sound judgement, empathy and the confidence to handle challenging situations in a calm and professional manner.
Day-to-day of the role
*Oversee service delivery for front-of-house reception and a regulatory support function
*Support team performance to ensure customer queries are resolved accurately and efficiently
*Act as an escalation point for both routine and complex customer interactions
*Manage one-to-ones, rotas, holiday requests and return-to-work meetings
*Provide coaching, structure and encouragement to help the team meet expected service standards
*Support staff with both positive and challenging face-to-face interactions, including sensitive situations involving vulnerable customers
*Maintain accurate customer records, ensuring service requests, queries and complaints are logged correctly in CRM and related systems
*Help the team adapt to changing service needs and new ways of working during a challenging transition period.
Required Skills & Qualifications
*Previous experience in a Team Leader or customer service management role
*Strong people management experience within a customer service environment
*Confident handling face-to-face, telephone and digital customer contact
*Excellent interpersonal and communication skills
*Good judgement and the ability to make balanced decisions in a fast-paced environment
*Empathetic, supportive and resilient approach to team leadership
*Confident managing challenging situations professionally and calmly
*Experience conducting one-to-ones, managing rotas and supporting absence processes
*Strong organisational skills and the ability to balance competing priorities
*Good general office and CRM systems experience
*Adaptable and comfortable working across both administrative and customer-facing services
*A proactive and driven attitude, with the ability to motivate and develop others
Benefits
*Free Parking
*Supportive working environment with training provided on internal systems and processes.