Customer Service Team Leader

About the role

We are looking for an experienced Customer Service Team Leader to coach, support and develop a team of up to 15 agents. You will ensure exceptional service across the full customer journey, including billing, pay‑as‑you‑go, and home‑move operations, while working in a fast‑paced, ever‑changing environment.

Key responsibilities

• Lead, train and coach a team of 15 Customer Service Agents.
• Conduct regular 1‑2‑1s, quality checks and performance reviews.
• Drive continuous improvement, reduce unbilled items and ensure accurate first‑time billing for home moves.
• Collaborate with Workforce Management to maintain accurate rotas and real‑time staffing.
• Recruit, onboard and upskill new team members.
• Set objectives, monitor KPIs and produce weekly/monthly reports and dashboards.
• Handle escalated complaints and act as the escalation point for internal resolutions.
• Maintain up‑to‑date departmental processes, compliance and industry changes.

Required profile

• Proven experience managing a customer service team of up to 15 agents.
• Strong ability to coach, give feedback and develop staff.
• Comfortable working hands‑on with cases, reports and escalations.
• Excellent organisational skills to manage rotas, schedules and performance targets.

Required skills