Customer Service Team Leader

About the role

We are seeking an experienced Customer Service Team Leader to head a high‑performing support team in Uxbridge. Working in a hybrid model, you will ensure customers receive swift, professional assistance while fostering a culture of continuous improvement and employee development.

Key responsibilities

• Act as the senior point of contact for complex enquiries and escalations, delivering positive outcomes.
• Monitor and analyse customer feedback to identify service enhancements.
• Lead, coach and appraise a team of Customer Service Advisors, conducting regular one‑to‑ones and performance reviews.
• Manage workloads and resources to maintain agreed service levels across phone, email and chat channels.
• Collaborate with internal departments to resolve issues, implement new procedures and drive process improvements.
• Support the rollout of new systems and initiatives, championing a customer‑first mindset.

Required profile

• Proven experience in a customer‑service environment, preferably in a supervisory or team‑lead role.
• Strong communication and problem‑solving abilities.
• Demonstrated capability to motivate and develop staff.
• Ability to work under pressure and manage competing priorities.

Required skills

What we offer

• Competitive salary £38,000‑£42,000 per year, negotiable based on experience.
• Hybrid working arrangement (office and remote).
• Opportunities for professional development and career progression.
• Referral bonus scheme.