Customer Service Team Leader

Customer Service Team Leader

Cardiff

to -32k depending on experience

We are looking for an experienced and motivated Customer Service Team Leader to join an established business supporting the retail sector. This is a great opportunity for someone who enjoys leading from the front, developing people, and driving high standards of customer service.

You will be responsible for the day to day management of the customer service team, ensuring service levels are consistently achieved while fostering a positive, supportive, and fast moving environment.

The role

• Manage and support the customer service team on a day to day basis
• Monitor and drive performance to ensure KPIs and service targets are achieved
• Conduct regular coaching sessions to support team performance and development
• Assist team members with personal development plans and career progression
• Provide clear performance reports and updates to senior management
• Identify opportunities to improve processes, efficiency, and service quality
• Handle escalated customer queries and support the team with complex situations
• Maintain a positive team culture focused on collaboration and excellent customer outcomes

The person

• Previous experience in a Customer Service Team Leader / Supervisor role
• Strong leadership and people management skills
• Experience managing performance against KPIs and service metrics
• Confident delivering coaching, feedback, and development support
• Strong organisational and reporting skills
• Ability to motivate a team and maintain high service standards
• Excellent communication and problem-solving abilities

In return

• Opportunity to join an established and growing business supporting the retail sector
• A collaborative and supportive working environment
• Ongoing training and development opportunities