Customer Services Team Leader

About the role

Are you a leader who thrives in a fast‑paced, multi‑channel environment? As a Customer Services Team Leader you will coach and support a team of Customer Service Advisors, ensuring high service standards, quality and compliance while delivering excellent customer experiences.

Key responsibilities

• Lead day‑to‑day operations for the team, meeting service level targets and customer outcomes.
• Coach, support and develop advisors through regular 1:1s and performance management.
• Monitor workload, demand and capacity, making real‑time operational decisions.
• Support live customer interactions during peak periods when required.
• Manage performance, quality, attendance and conduct consistently and fairly.
• Handle escalated queries, complaints and risk‑based decisions professionally.
• Conduct quality reviews and support calibration activities.
• Identify trends and drive continuous improvement using operational data and feedback.
• Support onboarding, training and implementation of new processes.
• Collaborate with Compliance, QA, Training and wider Operations teams.

Required profile

• Proven experience leading or supervising teams in a fast‑paced customer service environment.
• Strong understanding of service delivery, operational KPIs and quality standards.
• Excellent communication and coaching abilities.
• Ability to manage difficult conversations and complex customer situations confidently.
• Strong organisational skills with the capacity to prioritise under pressure.
• Positive, resilient and accountable leadership style.
• Experience in a regulated sector such as betting/gaming, financial services, retail or utilities is a plus.

Required skills

What we offer

• Fully on‑site role based in Birchwood, Warrington.
• Two‑week structured onboarding programme (Monday‑Friday, 9am‑5pm).
• Shift‑based rota across a seven‑day operation with hours covering early mornings.