Customer Service Team Leader

About the role

We are seeking an experienced Customer Service Team Leader to join a leading UK utilities company. Based in a modern contact centre in Solihull, you will oversee a team of approximately ten Customer Service Advisors and ensure high‑quality service delivery across all shifts.

Key responsibilities

• Manage the daily performance of around 10 CSAs, monitoring targets and service standards.
• Lead the team on‑site for every shift, providing coaching, feedback and support.
• Maintain a high‑performing contact‑centre environment in line with company policies.
• Collaborate with senior management to report on team metrics and drive continuous improvement.

Required profile

• Minimum five years’ experience as a Team Leader within a contact‑centre environment.
• Proven ability to manage and motivate a small team to achieve performance goals.
• Strong understanding of utilities‑sector customer service requirements.

Required skills

What we offer

• Permanent full‑time contract with a salary of £36,500 per year.
• Work in a prestigious contact centre located a short walk from Birmingham International.
• Opportunity to develop leadership experience within a major utilities organisation.