Customer Service Team Leader

Julie Rose Recruitment is working on behalf of our client, a company dedicated to enriching the lives of their members, families, and communities, is seeking a Customer Service Team Leader. Guided by a purpose of care, compassion, and long-term support, they are looking for someone to inspire and lead their team.

Main duties for the Customer Service Team leader:

• Lead and inspire a team of 6–12 Customer Service Advisors
• Deliver outstanding service from first contact to contract conclusion
• Foster a positive, inclusive environment where colleagues thrive
• Coach, develop, and motivate your team to reach their full potential
• Monitor performance, quality, and continuous improvement
• Handle customer concerns with fairness and care
• Drive process efficiencies and improvements
• Contribute to team and business success

Required skills for the Customer Service Team leader:

• Experience leading customer service teams in a contact centre setting
• Passion for developing others and helping them succeed
• Strong organisational and performance management skills
• Ability to manage risks and make sound judgments
• Financial Services experience? That’s a plus, but not essential!

Benefits for the Customer Service Team leader:

• 10% discretionary annual bonus
• 25 days holiday + bank holidays
• Paid volunteering day
• Holiday purchase scheme
• Contributory pension (up to 10% matched)
• Life cover (4x salary)
• Healthcare cash plan
• Ongoing training & development
• Wellbeing support
• Flexible working: 35 hours/week, Monday to Friday, with options for remote work after training

This role is a full-time, permanent position. The salary range reflects the candidate''s level of experience. The lower end of the band is suited for individuals who may require additional training to meet the role''s requirements, while the higher end is for candidates who possess the exact skills and experience outlined above.

Working Hours: 35 hours per week, Monday to Friday (rotational shifts: 08:30–16:15 and 09:15–17:00). After training, there’s the flexibility to work up to one day per week from home.