Team Leader (Customer Service)

About the role

We are seeking a Customer Service Team Leader for our Burnley office, working Monday‑Friday office hours. The role involves overseeing contact‑centre performance and ensuring a high‑quality customer experience across phone, email, in‑person and written channels.

Key responsibilities

• Drive contact‑centre performance and ensure SLAs and KPIs are met.
• Assess resourcing needs, support day‑to‑day activity and assist the Management team in achieving the business plan.
• Lead and mentor team members, fostering a “right first time” culture and best‑practice implementation.
• Resolve complaints, acknowledge compliments and coordinate with the marketing team on action plans.
• Manage annual leave, absences and coach staff to maximise performance.

Required profile

• Exceptional communication skills with the ability to build and maintain customer relationships.
• Strong administration abilities and confidence presenting to diverse audiences.
• Proficient use of Microsoft Office applications.
• Customer‑focused mindset with a drive for continuous improvement.

What we offer

• Competitive salary
• 25 days holiday plus bank holidays
• Contributory pension, private healthcare and life assurance
• Maternity & paternity pay
• Flexible working, flexible bank holidays and work‑perks & discounts
• Learning & development opportunities and wellbeing support