Customer Services Team Leader

Description:

Are you the kind of leader who can keep a team motivated, performance high, and customers happy - even when the pressure is on?

This is an opportunity for a hands-on leader who enjoys being in the thick of a fast-paced operation - coaching people, driving standards, solving problems in real time, and leading from the front when it matters most.

As Customer Services Team Leader, you'll lead and support a team of Customer Service Advisors across a busy multi-channel environment, ensuring service delivery, quality, compliance, and customer experience remain consistently high.

This role combines people leadership with operational responsibility - ideal for someone who enjoys coaching teams, improving performance, and making quick, confident decisions in a live operational setting.

You'll play a key role in shaping culture, embedding best practice, and helping create a high-performing and collaborative customer service environment.

Day to Day

Lead day-to-day operations for your team, ensuring service levels and customer outcomes are achieved
Coach, support, and develop Customer Service Advisors through regular 1:1s and performance management
Monitor workload, demand, and capacity, making real-time operational decisions
Support live customer interactions during peak demand periods when required
Manage performance, quality, attendance, and conduct consistently and fairly
Handle escalated customer queries, complaints, and risk-based decisions professionally
Complete quality reviews and support calibration activities across the operation
Identify trends and opportunities for continuous improvement using operational data and customer feedback
Support onboarding, training, and embedding of new processes and operational changes
Work collaboratively with Compliance, QA, Training, and wider Operations teams

YOU?

Previous experience leading or supervising teams within a fast-paced customer service environment
Strong understanding of service delivery, operational KPIs, and quality standards
Excellent communication and coaching skills
Ability to manage difficult conversations and complex customer situations confidently
Strong organisational skills and the ability to prioritise under pressure
Comfortable working across multiple systems and operational tools
Positive, resilient, and accountable leadership style
Experience within betting/gaming, financial services, retail, utilities, or another regulated environment would be beneficial

Additional Information

Fully on-site role based in Birchwood
Two-week structured onboarding programme (Monday-Friday, 9am-5pm)
Shift-based rota across a seven-day operation
Working hours cover 06:45-22:00 on an 8-week rolling rota (5 days from 7)

If you're a people-first operational leader who enjoys fast-moving environments and wants to make a genuine impact, I'd be keen to speak with you.

51707CC

INDFIR

The Portfolio Group are acting on behalf of our client in recruiting for this position