Job Description:

Pyramid8 are supporting a fast growing business who looking for an experienced Customer Service Team Leader to lead and develop a busy Customer Service team, ensuring customers receive a consistently high standard of service.

You’ll be responsible for team performance, coaching, customer escalations and day-to-day operations, while identifying opportunities to improve processes, service quality and customer experience. Managing a team of 8 initially you will help the business to grow and develop the team.

The Role

• Lead, motivate and develop a team of Customer Service Advisors.
• Manage daily workloads, performance, KPIs and service levels.
• Work with external business stakeholders and organisations in regards to SLA’s
• Coach team members through regular 1:1s, feedback and training.
• Take ownership of complex customer queries, complaints and escalations.
• Monitor quality and drive improvements in customer satisfaction.
• Work closely with Operations, Sales, Finance and Technology to resolve issues and improve processes.
• Support recruitment, onboarding and ongoing team development.
• Maintain high standards of GDPR, Health & Safety and office compliance.
• Support projects, reporting, payroll information and general office operations.

About You

You’ll be a confident and organised people manager with experience leading a customer service, contact centre or similar team.

Ideally you will Experience in a regulated or evidence-led environment (e.g., financial services, utilities, security, recovery/collections, insurance).

You’ll bring:

• Proven team leadership and coaching experience.
• Strong customer service and complaint-handling skills.
• Confidence managing KPIs and performance.
• Excellent communication and problem-solving skills.
• A proactive, process-driven approach.
• Strong IT and Microsoft Office skills, particularly Excel.
• Excellent organisation and attention to detail.
• A positive, professional and customer-focused attitude.

This is a fantastic opportunity for a hands-on manager who enjoys developing people, improving processes and making a real impact on customer experience.