Customer Service Team Leader

About the role

We are seeking an experienced Customer Service Team Leader to manage a high‑performing contact‑centre team in Redhill. You will ensure multi‑channel support is delivered efficiently, driving first‑contact resolution and a positive experience for every customer.

Key responsibilities

• Lead, motivate and develop a team of Customer Service Advisors.
• Monitor performance, provide regular coaching and feedback.
• Handle escalated or complex enquiries and complaints.
• Maintain high first‑contact resolution rates and quality outcomes.
• Allocate resources and manage workloads to meet service‑level targets.
• Analyse call volumes and staffing needs to sustain performance standards.
• Drive continuous improvement using service data and customer insights.
• Ensure accurate use of CRM, telephony and digital systems.
• Maintain clear customer records and reporting.
• Support project delivery and organisational change initiatives.

Required profile

• Proven experience leading teams in a contact‑centre or customer‑service environment.
• Strong background in handling complaints and complex customer issues.
• Ability to coach, motivate and develop team members.
• Empathy and professionalism when supporting vulnerable or sensitive customers.
• Good understanding of customer‑experience principles and GDPR compliance.

Required skills

• Microsoft 365
• CRM systems