Customer Service People Lead
On-site · Edinburgh, Scotland, United Kingdom
Job Summary
Lead and motivate a team of Customer Service Specialists to deliver outstanding customer experiences; coach individuals to improve capability, confidence, and performance; conduct quality checks and provide clear, constructive feedback; invest in ongoing team development through regular 1:1s and coaching sessions; build an engaged, inclusive, and customer-centric team culture; manage performance using data, insight, and behavioural observations; support and communicate change positively within your team; collaborate with fellow Team Managers to share best practice; drive continuous improvement across customer service operations; ensure compliance with regulatory and risk expectations; champion wellbeing and development planning for your team.
Required Qualifications
- Proven leadership experience in a customer service or contact centre environment
- Demonstrable experience managing performance, quality, and customer outcomes
- Strong background in coaching and developing individuals
- Confident communicator with the ability to deliver change empathetically
- Comfortable operating in a fast-paced, multi-channel environment
- Passionate about investing in people and building strong teams
- Data aware, able to turn insight into meaningful action
- Collaborative team player
- Resilient, adaptable, and positive in the face of change
- Customer-focused mindset
- Experience conducting quality checks and providing feedback
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