Customer Service Team Leader

About the role

Our client, a growing property leasehold management company, is seeking a Customer Service Team Leader to oversee a busy team of six customer service and administration professionals. The role is office‑based in Barnet and involves hands‑on management of daily operations, performance monitoring and resolution of complex complaints.

Key responsibilities

• Lead, motivate and develop a team of six customer service and administration staff.
• Collaborate with a fellow manager to ensure smooth day‑to‑day department operations.
• Manage workflows, priorities and service standards, monitoring KPIs and productivity.
• Take ownership of escalated customer complaints and drive them to resolution.
• Identify and implement process improvements to enhance the customer journey.
• Ensure compliance with company procedures and industry regulations.
• Build strong relationships with internal departments, clients and external stakeholders.

Required profile

• Previous experience managing a customer service or administration team, preferably in property management, leasehold, housing, legal or financial services.
• Confident handling of challenging conversations and high‑level complaints.
• Resilient, decisive and solutions‑focused with strong organisational abilities.
• Excellent written and verbal communication skills.

Required skills

• Proficiency with Microsoft Office.
• Experience using CRM or case‑management systems.

What we offer

• Competitive salary range of £30,000‑£34,000 per year.
• Full‑time, office‑based role within a supportive, fast‑paced environment.
• Opportunities for professional development and career progression.