Lead, motivate, and manage a team of customer service advisors on a day-to-day basis
Monitor team performance against KPIs (e.g. response times, resolution rates, customer satisfaction) and take action to improve results
Conduct regular 1:1s, coaching sessions, and performance reviews
Handle escalated customer queries and complaints with professionalism and empathy
Support recruitment, onboarding, and training of new team members
Identify trends in customer feedback and work with wider teams to improve processes
Create and maintain a positive, supportive team culture
Manage rotas, workload distribution, and shift coverage
Report on team performance to senior management

Minimum 2 years' experience managing or leading a team, ideally within a customer service environment
Excellent communication and interpersonal skills
Strong problem-solving skills with a calm, solutions-focused approach
Experience using customer service software/CRM systems (e.g. Dixa, Shopify, Fulfil) is a plus
Ability to coach, motivate, and develop team members
Comfortable working with performance data and KPIs
Resilient, adaptable, and able to thrive under pressure
A genuine passion for delivering great customer experiences

Customer Service Team Leader

Key skills