Customer Service Team Leader

Responsibilities

• 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

Requirements

• 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

Core Competencies

Demonstrates strong leadership in managing customer service teams, focusing on performance improvement through effective coaching, communication, and data analysis. Skilled in fostering a positive team culture while ensuring high customer satisfaction and efficient operations.

Tools & Technologies

• Dixa
• Shopify
• Fulfil