Customer Service Team Leader (Hybrid, London)

About the role

We are seeking a Customer Service Team Leader to oversee a team of customer service coordinators delivering specialist educational support to vulnerable children and young people. Based in South‑West London, the role combines client onboarding, case coordination and stakeholder management in a hybrid working model.

Key responsibilities

• Coordinate referrals and onboard new learners into tailored programmes.
• Liaise with parents, tutors, teachers and local authority contacts to ensure smooth service delivery.
• Manage schedules, cancellations and changes to tutoring provision.
• Maintain accurate records and documentation using Zoho CRM.
• Produce regular reports and ensure compliance with organisational and regulatory requirements.
• Support sensitive cases, including children with complex disabilities or serious health conditions.
• Lead, coach and develop the customer service coordinators, monitoring performance and fostering a high‑service culture.

Required profile

• Minimum 1 year of experience managing a team.
• Strong organisational and communication abilities.
• Consultative, empathetic and solutions‑focused approach.
• Proven ability to manage multiple stakeholders and priorities.
• Experience in customer service, education, healthcare or related administration.

Required skills

• Zoho CRM

What we offer

• Competitive salary of £34,000 per annum.
• Hybrid working – three days in the office.
• Full training programme starting end of July.
• Opportunity to make a meaningful impact on vulnerable young people.