Customer Service Team Leader

Company Overview

This growing organisation operates within the healthcare sector, delivering specialist services to customers across the UK. With a strong commitment to quality, innovation, and customer care, the business has built a reputation for providing reliable support and maintaining high standards of service. The organisation offers a collaborative and supportive working environment where employees are encouraged to contribute to ongoing improvements and professional development.

Customer Service Team Leader

An excellent opportunity is available for an experienced Customer Service Team Leader to join a busy and customer-focused organisation. This role combines team leadership, training, quality assurance, and customer support responsibilities, making it ideal for someone who enjoys developing people while ensuring a high standard of service delivery.

Working closely with operational teams, you will support daily customer service activities, provide guidance to team members, deliver onboarding and training programmes, manage escalated enquiries, and help drive continuous improvement initiatives. The successful candidate will play a key role in maintaining service quality, supporting team performance, and ensuring customers receive a professional and positive experience.

Duties & Responsibilities

• Act as the primary point of contact for Customer Care Assistants regarding operational queries and day to day support.
• Deliver structured onboarding programmes and training for new team members.
• Manage and resolve escalated customer enquiries across telephone, email, live chat, and social media channels.
• Support the achievement of individual and team performance objectives and service targets.
• Conduct quality checks, audits, and compliance reviews to ensure service excellence.
• Assist with rota planning, workforce scheduling, and shift coverage requirements.
• Collaborate with internal stakeholders to resolve complex customer issues effectively.
• Support the implementation of new digital tools, systems, and continuous service improvement initiatives, including weekend cover on a rotational basis.

Education & Skills Required

• In-depth knowledge and practical experience using the FreshDesk customer service platform.
• Previous customer service experience, ideally gained within healthcare, pharmacy, or another regulated environment.
• Experience training, coaching, mentoring, or developing team members.
• Strong leadership, communication, and interpersonal skills.
• Data analysis capabilities with the ability to identify trends and support performance improvements.
• Excellent attention to detail, time management, numeracy, literacy, and professional telephone skills, with a strong customer focused approach.

Additional Information

• Monday - Friday 9am - 5pm (some weekend working on a rota basis)
• 28 days holiday, inc. bank holidays
• Free onsite parking
• Pension scheme
• Healthcare plans

Contact

Contact Zoe Edwards at 75. LinkedIn: