Customer Service Team Leader
Posted 3 hours 16 minutes ago by Adecco
Customer Service Team Leader (Inbound & Outbound)
Location: Remote
Contract Type: Temporary (3 months)
Are you passionate about making a difference and helping the planet? Adecco is proud to be recruiting on behalf of a forward-thinking organisation committed to environmental impact and outstanding service delivery. We are seeking a dynamic Customer Service Team Leader to support and guide a high-performing contact centre team.
About the Role
Our client delivers government-funded schemes designed to help public and private sector organisations increase energy efficiency and reduce their environmental impact. You will play a key role in supporting these initiatives by ensuring that customer interactions remain high-quality, compliant, and impactful.
Why You Should Join Us
- Make an Impact: Contribute to projects aligned with the UK's decarbonisation and sustainability goals.
- Supportive Environment: Work within a team that values wellbeing, professional development, and collaboration.
- Inclusive Culture: Be part of a diverse workforce that celebrates equal opportunities.
Key Responsibilities
As a Customer Service Team Leader, you will:
- Act as the first point of escalation for Contact Centre Operatives
- Provide coaching, guidance, and support to team members
- Handle complex inbound and outbound customer interactions
- Monitor interaction quality and deliver constructive feedback
- Support achievement of service levels, KPIs, and quality standards
- Ensure all interactions are logged accurately in CRM systems
- Maintain compliance with GDPR, data protection, and government guidance
- Assist with training and onboarding new team members
- Work with management to identify trends, risks, and improvements
- Promote a positive, professional, and customer-centric service culture
- Create or deliver training sessions when required
Key Skills and Competencies
To excel in this role, you should have:
- Proven experience in a call or contact centre environment
- Experience handling complex and escalated queries
- Strong communication and IT skills (including CRM experience)
- Ability to coach, guide, and support Contact Centre Operatives
- Confidence in managing escalations while ensuring compliance and service quality
- A calm, professional, and customer-focused approach
Personal Attributes
We are looking for someone who is:
- Customer-focused and professional
- Empathetic, patient, and composed under pressure
- Reliable, organised, and proactive
- A confident decision-maker
- A positive role model for the wider team
Join Us!
If you're ready to step into a rewarding role where you can contribute to meaningful projects while supporting a dedicated team, we want to hear from you.
How to Apply
Please submit your CV and a cover letter outlining your relevant experience and passion for customer service.
Together, let's create better places to live and work.
Inclusive Hiring
Adecco is a disability-confident employer. We are committed to running an inclusive and accessible recruitment process. If you require reasonable adjustments at any stage, please let us know-our team will be happy to support you.