Customer Service Team Leader

Role: Customer Service Team Leader

Location: Home based with travel to the Midlands based office twice a month (or more if underperforming)

Salary: 30,000 DOE + bonus + benefits

Hours: 37.5 hours per week (Mon-Fri 8am-8pm & Sat/Sun 9am-5.15pm) to business needs

This is an exciting opportunity for an experienced Contact Centre Customer Service Team Leader to join a growing team. My Client prides themselves on delivering excellent customer service - and their Customer Service team is at the heart of that. Theyre looking for an experienced and motivated Customer Service Team Leader to lead a high-performing team, drive exceptional customer experiences, and ensure the smooth day-to-day running of our operation. Leading a team of up to 12 Advisors.

You'll be a hands-on leader with a passion for coaching, data-driven decision-making, and empowering your team to meet performance targets in a fast-paced, customer-first environment.

Key Responsibilities of the Customer Service Team Leader:

* Lead, coach, and develop a team of customer service advisors to deliver exceptional service across all contact channels (calls, email, live chat)
* Monitor daily performance against key KPIs (AHT, first contact resolution, CSAT, SLA adherence) and take action to address performance gaps
* Manage scheduling, resource planning, adherence, and shift performance
* Drive agent engagement through regular 1-1s, performance reviews, coaching sessions, and team huddles
* Act as the escalation point for complex or sensitive customer issues, resolving complaints with empathy and professionalism
* Work closely with QA, Training, Workforce Planning and other teams to continuously improve the customer journey
* Analyse team performance data to identify trends and implement improvements
* Champion Halfords' values, maintaining high team morale and a culture of continuous improvement
* Support recruitment and onboarding of new advisors, ensuring a smooth transition into the team

What experience You'll Need to be successful as a Customer Service Team Leader:

* Previous experience in a contact centre leadership role, preferably within a customer-focused, multi-channel environment
* Strong people management skills, with a proven ability to coach, mentor, and develop team members
* Excellent communication skills and the ability to motivate and influence others
* A data-led approach to performance management and decision-making
* Strong problem-solving skills and the ability to remain calm under pressure
* Experience using contact centre systems (e.g., telephony, CRM, workforce management tools)

Please follow the link to apply for this Customer Service Team Leader role.

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