Customer Service Team Leader

The Role

We’re looking for an inspiring and people‑centred Customer Service Team Leader to join our team in Aylesbury. This is a fantastic opportunity for someone who thrives in a fast‑paced environment and takes pride in leading others to deliver exceptional customer experiences. You’ll oversee the day‑to‑day running of one of our Customer Service teams, ensuring high‑quality outcomes across telephony, live chat, administration and case handling.

In this role, you’ll motivate, coach and develop a team of Customer Service Agents, helping them grow their skills and consistently deliver excellent service. You’ll be a visible, supportive leader - someone your team can rely on for guidance, clarity and encouragement. You’ll also play a key part in maintaining operational performance, ensuring regulatory compliance and fostering a positive, engaged team culture.

We have a hybrid approach to work and all attend the Aylesbury office every Wednesday. This is a full‑time role working 36 hours per week between 9:00am–6:00pm, Monday–Friday on a rotating shift pattern. You will also be required to work 1 Saturday in every 6, from 9:00am–1:00pm.

What You’ll Be Doing:

• Leading daily operations - Ensuring Customer Service activities run smoothly and efficiently across all channels.
• Monitoring performance - Tracking productivity, quality and service standards to meet departmental objectives.
• Coaching & development - Delivering regular coaching sessions, 1:1s and performance reviews to support colleague growth.
• Identifying training needs - Supporting structured development pathways and helping colleagues progress.
• Providing first‑line support - Acting as the go‑to escalation point for queries, decisions and process guidance.
• Quality assurance support - Conducting call listening, chat reviews and case investigations to maintain standards.
• Handling escalated complaints - Supporting the resolution of complex customer issues with professionalism and empathy.
• Championing customer outcomes - Ensuring fair treatment and positive outcomes in line with company values and regulatory expectations.
• Supporting performance management - Assisting with attendance, conduct and capability processes.
• Collaborating across teams - Working with Workforce Planning, Quality Assurance and other stakeholders to meet business needs.
• Driving improvements - Contributing to business change, process enhancements and departmental initiatives.

What We’re Looking For:

• Customer service leadership experience - Background in a customer service or contact centre management role.
• Strong communication skills - Clear, confident and effective in both written and verbal communication.
• Customer‑focused mindset - Able to deliver a professional, empathetic and solution‑focused service.
• Organised & detail‑driven - Skilled at managing competing priorities in a fast‑paced environment.
• Tech‑confident - Comfortable working across multiple systems and digital tools.
• Resilient & calm - Able to stay composed under pressure and support others to do the same.
• Target‑aware - Experience working to service levels or performance targets.
• Reliable & responsible - Someone who takes ownership and follows through.
• Flexible & adaptable - Comfortable adjusting to changing business needs.