Customer Service & Admin Team Leader

Contract: Temp to Perm
Hours: Monday–Friday, 5:00pm–1:30am, with 1 in 3 weekends

We are currently recruiting for an experienced Customer Service & Admin Team Leader to join a busy and customer-focused operation on a temp-to-perm basis.

This is an excellent opportunity for an experienced contact centre or customer service professional who is ready to take the next step in their career and lead a frontline team.

The Role

As Customer Service & Admin Team Leader, you will be responsible for overseeing the day-to-day performance of a Customer Service and Administration team, ensuring high levels of customer service, operational efficiency and KPI/SLA achievement.

You will provide leadership and support to your team, develop individual performance and help drive continuous improvements across the operation.

Key Responsibilities

• Lead and coordinate the daily operations of the Customer Service & Admin team.

• Set targets, monitor performance and ensure KPIs and SLAs are consistently achieved.

• Coach, develop and motivate team members to reach their full potential.

• Conduct performance reviews, development plans and regular 1-to-1s.

• Support the recruitment and onboarding of new team members.

• Ensure new employees receive appropriate training and ongoing development.

• Handle customer complaints and ensure issues are resolved promptly.

• Monitor workloads, backlogs and service levels to ensure deadlines are met.

• Identify opportunities to improve customer experience and operational processes.

• Ensure company policies, procedures and processes are followed.

• Deal with day-to-day operational issues and escalate more complex matters where appropriate.

• Promote a positive, collaborative and customer-focused working environment.

About You

The successful candidate will have:

• Previous team management or supervisory experience within a busy contact centre environment – essential.

• Experience managing day-to-day customer service operations.

• Strong people management, coaching and development skills.

• Experience working to KPIs and SLAs.

• Excellent customer service and complaint-handling skills.

• Strong communication and problem-solving abilities.

• A well-organised approach with excellent attention to detail.

• Experience with SAP, CRM or Salesforce would be advantageous.

What's on Offer?

• Salary of up to £35,000 once permanent, depending on experience

• Quarterly bonus of approximately 6% of annual salary once permanent

• 25 days' holiday

• Company pension scheme, life assurance

• Employee Assistance Programme

• Cycle to Work Scheme

• Employee discounts

• Training and development opportunities

• Hybrid working available

If you're an experienced Customer Service Team Leader, Contact Centre Team Leader or Supervisor looking for your next opportunity, we'd love to hear from you!