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