Customer Service Team Leader
$37,500–$40,000 year
On-site · Leeds, England, United Kingdom
Job Summary
Hands-on leadership role building a Multichannel Customer Team to deliver high-quality customer experiences across phone, emails, and chat channels; drive performance, quality, and customer satisfaction; coach, develop, and manage a team; monitor SLAs and KPIs; manage scheduling, workload, and resource planning; handle real-time escalations and drive continuous improvement; collaborate with other teams to ensure seamless end-to-end customer experiences; requires 2+ years in a customer service/contact centre leadership role and a data-driven, change-oriented approach.
Required Qualifications
- Proven experience in a customer service/contact centre leadership role minimum 2 years
- Strong people leadership and coaching skills
- Solid understanding of multichannel environments and customer expectations across phone, email, chat, etc.
- Confident using data to monitor team performance and drive improvement
- Excellent communication skills — empathetic, clear, motivating
- Comfortable with change, and able to lead others through transitions
- Highly organised, calm under pressure, and solution-focused
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.